Interface engine for managing business processes within a multimedia communication-center

ABSTRACT

In an operating system (OS) for a multimedia communications center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM, and an output function for returning a result. The plurality of code sets are related by pre-requisite status, creating a required order of progression for the process, the process is initiated after being called by the OS and receiving required inputs, the IPM is adapted to interface with other OS modules for accessing and providing data, and upon completion of the last task the IPM returns the result. In one embodiment the IPM is represented by an interactive GANT chart. In a preferred embodiment a tool kit is provided for a programmer to create such IPMs to perform business processes. IPMs thus created may be displayed and edited as object models.

FIELD OF THE INVENTION

[0001] The present invention is in the field of telecommunicationencompassing all existing sorts of interaction multimedia technology,and pertains more particularly to methods and apparatus for managingdefined business processes within a multimedia communication-centeroperating a customer-interaction-network-operating-system (CINOS).

[0002] Cross-reference to related documents The present application is acontinuation-in-part (CIP) of copending application P3317PA, which is aCIP of copending application P3316PA, P3315PA, P3314PA, and P3313PA, allof which are incorporated herein in their entirety by reference.

BACKGROUND OF THE INVENTION

[0003] In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in such call centers with computerhardware and software adapted for, among other things, better routing oftelephone calls, faster delivery of telephone calls and associatedinformation, and improved service with regard to client satisfaction.Such computer-enhanced telephony is known in the art ascomputer-telephony integration (CTI).

[0004] Generally speaking, CTI implementations of various design andpurpose are implemented both within individual call-centers and, in somecases, at the telephone network level. For example, processors runningCTI software applications may be linked to telephone switches, servicecontrol points (SCPs), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI processors andother hardware within a call-center is commonly referred to as customerpremises equipment (CPE). It is the CTI processor and applicationsoftware is such centers that provides computer enhancement to a callcenter.

[0005] In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PC/VDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, typically connectedto the CTI processor, which is connected to the call switching apparatusof the call center.

[0006] When a call arrives at a call center, whether or not the call hasbeen pre-processed at an SCP, typically at least the telephone number ofthe calling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asAutomatic Number Identification (ANI). Typically the number called isalso available through a service such as Dialed Number IdentificationService (DNIS). If the call center is computer-enhanced (CTI), the phonenumber of the calling party may be used as a key to access additionalinformation from a customer information system (CIS) database at aserver on the network that connects the agent workstations. In thismanner information pertinent to a call may be provided to an agent,often as a screen pop on the agent's PC/VDU.

[0007] In recent years, advances in computer technology, telephonyequipment, and infrastructure have provided many opportunities forimproving telephone service in publicly-switched and private telephoneintelligent networks. Similarly, development of a separate informationand data network known as the Internet, together with advances incomputer hardware and software have led to a new multimedia telephonesystem known in the art by several names. In this new systemology,telephone calls are simulated by multimedia computer equipment, anddata, such as audio data, is transmitted over data networks as datapackets. In this system the broad term used to describe suchcomputer-simulated telephony is Data Network Telephony (DNT).

[0008] For purposes of nomenclature and definition, the inventors wishto distinguish clearly between what might be called conventionaltelephony, which is the telephone service enjoyed by nearly all citizensthrough local telephone companies and several long-distance telephonenetwork providers, and what has been described herein ascomputer-simulated telephony or data-network telephony. The conventionalsystems are referred to herein as Connection-Oriented Switched-Telephony(COST) systems, CTI enhanced or not.

[0009] The computer-simulated, or DNT systems are familiar to those whouse and understand computers and data-network systems. Perhaps the bestexample of DNT is telephone service provided over the Internet, whichwill be referred to herein as Internet Protocol Network Telephony(IPNT), by far the most extensive, but still a subset of DNT.

[0010] Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach points in thenetwork such as an Internet Service Provider (ISP). The definitivedifference is that COST telephony may be considered to beconnection-oriented telephony. In the COST system, calls are placed andconnected by a specific dedicated path, and the connection path ismaintained over the time of the call. Bandwidth is basically assured.Other calls and data do not share a connected channel path in a COSTsystem. A DNT system, on the other hand, is not dedicated orconnection-oriented. That is, data, including audio data, is prepared,sent, and received as data packets over a datanetwork. The data packetsshare network links, and may travel by varied and variable paths.

[0011] Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT, capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

[0012] In addition to Internet protocol (IPNT) calls, a DNT center mayalso share other forms of media with customers accessing the systemthrough their computers. E-mails, Video mails, fax, file share, filetransfer, video calls, and so forth are some of the other forms of mediawhich may be used. This capability of handling varied media leads to theterm multimedia communications center. A multimedia communicationscenter may be a combination CTI and DNT center, or may be a DNT centercapable of receiving COST calls and converting them to a digital DNTformat. The term communication center will replace the term call centerhereinafter in this specification when referring to multimediacapabilities.

[0013] In typical communication centers, DNT is accomplished by Internetconnection and IPNT calls. For this reason, IPNT and the Internet willbe used in examples to follow. IT should be understood, however, thatthis usage is exemplary, and not limiting.

[0014] In systems known to the inventors, incoming IPNT calls areprocessed and routed within an IPNT-capable communication center in muchthe same way as COST calls are routed in a CTI-enhanced call-center,using similar or identical routing rules, waiting queues, and so on,aside from the fact that there are two separate networks involved.Communication centers having both CTI and IPNT capability utilizeLAN-connected agent-stations with each station having atelephony-switch-connected headset or phone, and a PC connected, in mostcases via LAN, to the network carrying the IPNT calls. Therefore, inmost cases, IPNT calls are routed to the agent's PC while conventionaltelephony calls are routed to the agent's conventional telephone orheadset. Typically separate lines and equipment must be implemented foreach type of call weather COST or IPNT.

[0015] Due in part to added costs associated with additional equipment,lines, and data ports that are needed to add IPNT capability to aCTI-enhanced call-center, companies are currently experimenting withvarious forms of integration between the older COST system and the newerIPNT system. For example, by enhancing data servers, interactive voiceresponse units (IVR's), agent-connecting networks, and so on, with thecapability of conforming to Internet protocol, call data arriving fromeither network may be integrated requiring less equipment and lines tofacilitate processing, storage, and transfer of data.

[0016] With many new communication products supporting various mediatypes available to businesses and customers, a communication center mustadd significant application software to accommodate the diversity. Forexample, e-mail programs have differing parameters than do IPapplications. IP applications are different regarding protocol than COSTcalls, and so on. Separate routing systems and/or software componentsare needed for routing e-mails, IP calls, COST calls, file sharing, etc.Agents must then be trained in the use of a variety of applicationssupporting the different types of media.

[0017] Keeping contact histories, reporting statistics, creating routingrules and the like becomes more complex as newer types of media areadded to communication center capability. Additional hardwareimplementations such as servers, processors, etc. are generally requiredto aid full multimedia communication and reporting. Therefore, it isdesirable that interactions of all multimedia sorts be analyzed,recorded, and routed according to enterprise (business) rules in amanner that provides seamless integration between media types andapplication types, thereby allowing agents to respond intelligently andefficiently to customer queries and problems.

[0018] Still another goal of multimedia communication centers is tomaintain a certain flexibility with regard to defined business processesthat may be used or in effect within the communication center. Forexample, enterprise procedure must be executed in a timely fashion andin logical order especially where live interactions hang in the balance.A client who patronizes a multimedia communication center does not wishto be inconvenienced by a long wait while a business procedure relatingto his call is being executed within the system.

[0019] Business procedures, as described above, include and encompassany ordered processes that may be required before a conclusion may bereached regarding an issue or request. An example of a standard businessprocedure may be a process for qualifying a client for a loan. Abusiness procedure as such may be broken down into ordered steps andsub-steps. For example, an automated business application designed toqualify or not a requesting client may begin with the step of clientidentification and data acquisition. Sub-steps involved in client dataacquisition may include 1) obtaining last credit report, 2) obtainingpast credit history with the enterprise, 3) obtaining current income andasset information, and so on.

[0020] An issue with which to contend regarding current artcommunication centers is the fact that human intervention is requiredwhen performing more complicated business processes such as the onedescribed above. For example, an operator or agent may be required tomanually type in access to certain databases via keyboard. Obtainedinformation must be processed, in many instances, via manual calculationsuch as calculating income to debt ratio (in the case of a loan process)and so on. Because of such human involvement in one or more stages in atypical process, the propensity for error is high. Also, suchinterference consumes time both valuable to the enterprise and to theclient. Beyond that, if someone “drops the ball”, the transaction maynot be closed in time, and it maybe difficult if not impossible to findin time at which manual step the issue was dropped.

[0021] What is clearly needed is an ability in a multimediacommunication center for creating interactive process modules,interactive with other communication center processes, that can becalled to quickly perform particular defined processes according toenterprise needs in a timely and orderly fashion wherein humanintervention may be excluded or greatly reduced.

SUMMARY OF THE INVENTION

[0022] In a preferred embodiment of the present invention, in anoperating system (OS) for a multimedia communications center (MMCC), aninteractive process module (IPM) for accomplishing a process isprovided, comprising a plurality of code sets, each adapted tocompletion of a specific task in the overall process; an input interfacefor providing one or more inputs to the IPM; and an output function forreturning a result. The plurality of code sets are related bypre-requisite status, creating a required order of progression for theprocess, the process is initiated after being called by the OS andreceiving required inputs, the IPM is adapted to interface with other OSmodules for accessing and providing data, and upon completion of thelast task the IPM returns the result.

[0023] In a preferred embodiment task structure and parameters arepresentable in a graphical interface displaying tasks making up the IPMin prerequisite order. The graphical interface may be a GANT chart.Preferably the graphical interface is interactive, allowing a programmerto add, delete, and edit steps in the process.

[0024] In some cases start and finish times are displayed for each task.Also in some cases, in performing any one task, next activity isvariable, and is determined by performance to requirements programmedwith the task. Task requirements may include completion within apreprogrammed allotted time. Next activity may include a choice ofstopping the process and notifying a person in the event ofnon-completion of a task in an allotted time.

[0025] In some cases one or more tasks require human intervention andactivity, and there may be a selective activity of reminding a personresponsible for an activity of a pending time deadline.

[0026] In another aspect of the invention an operating system for amultimedia call center is provided, including IPMs of the type andstructure described in general above. Further, a tool kit for aprogrammer provides an interactive object-oriented interface adapted forbuilding IPMs of the sort described.

[0027] The invention in its various embodiments, taught in enablingdetail below, provides a facility for adapting an operating system for amultimedia call center to specific business practices and rules for ahost enterprise within a broad set of possibilities, wherein businessprocedures, such as logical and calculation intensive procedures, may beaccomplished more or less automatically with little if any humanintervention.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

[0028]FIG. 1 is a diagram of a multimedia communications center enhancedwith a network operating system according to an embodiment of thepresent invention.

[0029]FIG. 2 is a block diagram illustrating basic layers of a customerinteraction operating system according to an embodiment of the presentinvention.

[0030]FIG. 3 is a flow chart illustrating basic steps performed by thenetwork operating system of FIG. 2 related to completing interactivetransactions between business partners.

[0031]FIG. 4 is a block diagram illustrating agent-desktop functionaccording to an embodiment of the present invention.

[0032]FIG. 5 is a block diagram of an exemplary WEB-form customerinterface according to an embodiment of the present invention.

[0033]FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention.

[0034]FIG. 7 is an exemplary overview of a multimedia interactionstorage system within a communication center according to an embodimentof the present invention.

[0035]FIG. 8 is a block diagram of the repository of FIG. 7 illustratingthreaded text-blocks and their relationship to stored multimediaaccording to an embodiment of the present invention.

[0036]FIG. 9 is a process flow chart illustrating logical steps takenwhen building a threaded multimedia contact-history ofcommunication-center interactions according to an embodiment of thepresent invention.

[0037]FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a created application according to anembodiment of the present invention.

[0038]FIG. 11 is a process flowchart illustrating logical steps forbuilding an IMA for a user interacting with CINOS according to anembodiment of the present invention.

[0039]FIG. 12 is a block diagram illustrating the relationship between amass repository, an interaction object model (IOM interface), anddata-interaction systems according to an embodiment of the presentinvention.

[0040]FIG. 13 is an exemplary flow chart illustrating interactive stepsassociated with IOM functionality according to an embodiment of thepresent invention.

[0041]FIG. 14 is a Gant table illustrating a pre-defined businessprocess according to an embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0042]FIG. 1 is a multimedia communications center enhanced with anetwork operating system according to an embodiment of the presentinvention. A telephony-network architecture 11 comprises anenterprise-hosted communication center 17 that is linked to, in thisexample, both a publicly-switched telephone network (PSTN) 13, and awide area network (WAN) 15, which may be the public Internet or otherdigital network, such as a company Intranet.

[0043] In this particular embodiment communication center 17 handlesboth conventional telephone calls, which may be categorized asconnection oriented switched telephony (COST) calls, and data networktelephony (DNT) calls, which may be DNT calls over a private digitalnetwork or calls according to a protocol such as the well-known Internetprotocol. DNT calls are characterized in that data is transmitted asaddressed data packets as opposed to dedicated connections in COSTcalls. As indicated, PSTN 13 may be a private rather than a publicnetwork. WAN 15 may be a company Intranet, the Internet, or another typeof WAN known in the art. The particular method of call delivery and callcenter integration is not particularly relevant for the purposes of thisinvention. There are many ways known both to the inventor as well asknown in the art. Particular issues discussed in the disclosure betweenthe telephones and the computers might be implemented differentlydepending on the actual system, but shall be deemed equivalent for allpurposes of this invention.

[0044] Incoming COST calls arrive at a network-level telephony switchingapparatus 19 in network cloud 13 and are connected over trunk 23 to acentral telephony switching apparatus 27 within communication center 17.From switching apparatus 27, calls are routed according to existingrouting rules over internal wiring 56 to agents' telephones 47, 49, 51,and 53 residing at agents' workstations 31, 33, 35, and 37 respectively.

[0045] Incoming DNT calls, and other communication events such ase-mail, file transfers and the like, arrive at a routing node 21 in WAN15 and are passed on over digital connection 25 to a routing server 29within communication center 17. Once calls arrive at server 29, theymay, in some embodiments, be routed directly over LAN 55 according toexisting routing rules to personal computer/video display units (PC/VDU)such as PC/VDU 39, 41, 43, or 45 located at agent's workstations 31, 33,35, and 37 respectively.

[0046] In this embodiment, switch-connected telephones 47-53 are alsoconnected to PC/VDU's 39-45 via a headset to computer sound-cardaccording to technique known to the inventor and accomplished via an I/Ocable. Thus connected, agents may respond to incoming COST and DNT callswith the same headset.

[0047] In the exemplary system and communication center shown, theequipment and applications are adapted to provide for multimediaoperation at each of the agent stations, so the agents can interact withclients in many different ways, as are known in the multimedia arts.

[0048] Computer telephony integration (CTI) enhancement is, in thisembodiment, provided both at communication center 17 and in PSTN 13. Forexample, in PSTN 13, a processor 61 running instances of a CTIapplication known as a T-server (TS) to the inventors, and a statisticsserver (Stat) is connected to telephony switch 19 via CTI link 65. Anintelligent peripheral 59 of the form of an interactive voice responseunit (IVR) is connected to processor 61 via data connection 63. SimilarCTI equipment is illustrated within communication center 17. Namely, aprocessor 67 running instances of TS and Stat and connected to telephonyswitch 27 via CTI link 71, and an IVR 69 connected to processor 67 via adata connection 73, with processor 67 further connected to a local areanetwork (LAN) 55 within communication center 17.

[0049] In alternative embodiments there may also be a CTI processor 22in WAN 15 connected to server 21 by a CTI link 24. Also in someembodiments a separate data network 66 connects these CTI processors. Inthis way, intelligent routing may be performed at the network level withnegotiation and direction from within communication center 17.

[0050] It will be appreciated by those with skill in the art that theCTI enhancements, as immediately described above, may be hosted on oneprocessor at PSTN 13 and on one processor at communication center 17without departing from the spirit and scope of the present invention.The inventor has chosen to show separate processors having separatefunctions for exemplary purposes only. It will also be appreciated bythe skilled artisan that there may be many more or fewer than the fouragent stations shown in communications center 17, and hardware andsoftware arrangements may be made is a variety of ways. Also, homeagents might be connected in a variety of ways to the call center.

[0051] In a preferred embodiment of the present invention, acustomer-interaction network operating system, hereinafter termed(CINOS), is provided for the purpose of managing communications center17, and optimizing and recording all agent/customer interactionsreceived at communication center 17 from networks 13 and 15. CINOS isunique in the fact that it is a multi-tiered object-andprocess-orientated system wherein logic regarding the various aspects ofit's functionality is achieved via knowledge-based architecture andobject modeling. Various functions of CINOS, more fully described below,include capturing (recording), analyzing, routing, and, in manyinstances, responding via automated process to customers engaged ininteractions with the enterprise (company hosting the communicationcenter). CINOS is adapted to support all planned communication mediumssuch as multimedia DNT applications including email, video mail, filetransfers, chat sessions, IP calls, and CTI COST transactions such asvoice calls, voice mails, faxes, and so on.

[0052] Referring back to FIG. 1, CINOS utilizes various LAN-connectedmachines in order to perform various operations. Among these varioushardware implementations are a multimedia server (MIS) 79 adapted tophysically store and serve all multimedia transactions, and acustomer-information-system server (CIS) 57 adapted to physically storeand serve information relevant to customers such as purchase history,financial status, product preferences, contact information, etc. Acentral server (COS) 77 acts as a host location for a CINOS managerapplication (noted in text balloon) which is, in effect, the parentapplication that controls all of the operation and functionality of thesystem.

[0053] In addition to the above-mentioned machines hosting CINOSroutines, each PC/VDU such as PC/VDU 39, for example, has a CINOS-agentdesktop interface or client application (not shown) adapted to interactwith the parent application. Also, each machine that provides particulardedicated function to communication center 17 such as switch-connectedCTI processors, IVR's, and other related equipment host instances ofCINOS application-program interfaces (API's) to enable seamlessintegration of differing parameters and/or protocols that are used withvarious planned application and media types utilized withincommunication center 17. Such programs may also co-reside or be in anycombination or hosted by themselves. Additionally, for performancepurposes, additional dedicated network links may exist between thoseservers, but essentially they are only performance boosters, and hencefor clarity purposes, only a simple network is shown.

[0054] As previously described, CINOS comprises a multi-tieredarchitecture. This unique architecture comprises an external media layerfor interfacing with the customer or business contact, a workflow layerfor making routing decisions, organizing automated responses, recordingtransactions, and so on, and an internal media later for interfacing andpresenting interactions to an agent or knowledge worker. An innovativeconcept associated with CINOS involves the use of tooled process models,knowledge bases, and other object models as base instruction for it'svarious functions. These modular conventions may be inter-bound witheach other, and are easily editable providing a customizable frameworkthat may conform to virtually any existing business logic.

[0055] In simple operation, and after any network level routing, COSTcalls and DNT calls including other media events arrive at communicationcenter 17 to telephony switch 27, and routing server 29 respectively.Network level routing, as defined herein, includes any intelligentimplementation that may be in place and aided via processors 59, 61, and22. Load balancing to multiple communication centers, and transferringcustomer data obtained at network-level over data-network connection 66would be examples of such network-level routing.

[0056] Once a call or other communication event registers at eitherswitch 27 or routing server 29, CINOS immediately identifies the mediatype associated with the call and begins it's processes depending onenterprise rules. For example, a live COST call may first be routed toIVR 69 whereby the customer can be presented with varying choices suchas leaving a voice message, waiting in queue, receiving a call back, orperhaps an e-mail, and so on. Interaction by IVR 69, in this instance,will preferably be via voice recognition technique such as is known inthe art, but may also be via touch tone response or other known method.As previously described, the caller may elect from a number of options,such as to hold for a next available agent, select an automated responsesuch as a fax back, or perhaps a later agent-initiated response such asan e-mail or call back. In all cases, CINOS seamlessly processes andexecutes the logic required to accomplish the goal of the caller in amedia and application-independent fashion.

[0057] DNT events are handled much the same way as described above forlive callers. For example, an IP call may be routed to a digitalequivalent of an IVR for interaction or queued for a next availableagent, and so on. In one embodiment, IVR 69 may be adapted to handleboth COST and DNT interaction.

[0058] All interactions with live external media, including actualtext-based events whether live or not, are recorded and stored in MIS 79with an associated text version of the media stored as well, andbecoming part of an overall threaded contact history. This isaccomplished in varying ways according to existing parameters such asmedia type, whether the event is a live call, and so on. For example,CINOS may execute a command directing IVR 69 to digitally record anincoming COST call during customer interaction and then store the voicerecording of the transaction in MIS 79. A text version of the recordingeither created simultaneously from the voice recording via voice-to-texttechniques (known in the art), or created by a live attendant via manualannotation may be sent to and stored in DB 79. An IPNT call arriving atrouting server 29 may be similarly recorded and stored in MIS 79 with anassociated text version of the interaction stored in DB 79. E-mails,video calls, voice mails and so on are similarly handled. For example,an incoming e-mail is stored in MIS server 79 while text from the e-mailmay be extracted and stored associated with the e-mail.

[0059] The purpose of the text version of the event is twofold. Firstly,a complete text-based transaction history of communication center 17 maybe compiled and reserved for later access and audit. Secondly, an agentor knowledge worker may, in some instances, see the text version of theevent at the same time that he receives routed notification of theevent. In this way, an agent may begin mental preparation before takinga call. The text version of an event must be machine-readable and humanreadable at times displayed. Interactive media-independent viewers, partof the agent's client application, may be used to disseminateinformation which may initially not be human readable.

[0060] It is important to note here that the text-based version of anevent may or may not be a complete and verbatim rendition of an actualmedia event. For example, an e-mail may contain many documents eachhaving many pages of text. Therefore, the text-based version of aparticular e-mail event may simply contain the name and particularsregarding the author, a purchase order, and a list of the encloseddocuments by title, and basic content or memo as well as a possiblemanual annotation. The attachments to the e-mail may be storedseparately, and be also cross-indexed and retrievable. Seeing thepurchase order when the event is routed to an agent desktop tells theagent that this e-mail is important.

[0061] A fax, stored originally as a bit-mapped document, may beconverted to text in the system via optical recognition (OCR) techniquewherein sometimes only certain content such as the authors contactinformation, basic intent of the fax, and perhaps special numbers orcodes contained in the original fax are recorded in a text version 79,sometimes the whole text is OCR'd, while the original fax is stored init's entirety in DB 79. Such codes or numbers that are specificallyparsed from actual media may be part of a unique coding system set up bythe enterprise whereby customers are directed to include such codes ornumbers with their orders, service requests, and so on.

[0062] Parsing text messages is accomplished via a text-analyzer knownto the inventor. In other non-text media types, such as video orgraphics, descriptive notes may be taken via live attendant and storedin DB 79 as previously mentioned. Voice recognition technology may alsobe used in a case of recorded sound or video with sound. Alltransactions regardless of media type are thus recorded and storedaccording to enterprise rules with at least a meaningful part of thecontent if not all of the content of such transactions converted to textand stored in DB 79 associated with the recording of the event. Again,the importance of the text version is that the extracted knowledge ofthe transaction therein is in machine-operable code, allowing search andcross-referencing functions that may otherwise not be possible.

[0063] After incoming events are analyzed and processed with regards toqueuing, recording, storing, etc. CINOS decides the disposition paths ofeach event. For example, live calls in queue are routed to live agentsif available, if this is the priority action in the enterprise rules.E-mails are either routed to next available agents using a pushtechnology, or simply stored in MIS server 79 where they may beretrieved by agents after receiving notification. Recorded events suchas IVR voice requests are stored in MIS server 79 where they may beretrieved by agents, and so on.

[0064] By the use of routing and routing notification events, any mediamay be routed to an appropriate agent based on skill, or any otherrule-based routing method over LAN 55. Actual multimedia events may beaccessed from MIS server 79 at the agent's discretion, or by rule, andtext-based versions of those events stored in DB 79 may be mirrored androuted to the agent along with notification of the incoming event.

[0065] Other services may be performed by CINOS such as responding tomedia requests without agent participation via initiating automated faxresponses, out-bound dialing campaigns wherein recorded information isgiven to a customer perhaps concerning an order placed by the customer,and so on. Networking via business or chat applications between severalbusiness partners, customers, agents, and so on, is possible whereineach entry may be stored in DB 79 as part of a discussion threadincluding responses of another media type, perhaps initiated by acommunication-center agent to one of the participants during thediscussion.

[0066] As a general rule, full multimedia storage is done in a massstorage server, and linked by cross-indexing to the database. Dependingon the business model, full text or only partial annotation is stored inthe database, or a mix thereof, e.g. by media type.

[0067] In addition to supporting a wide variety of applications andprotocol, CINOS is provided with the tools for buildingmedia-independent self-help wizards that are adapted for problem solvingand reduction. Similarly, external and internal interaction mediaviewers are provided and adapted to support any media of choice.

[0068] CINOS uses object modeling and linking techniques that are knownin the art to effect much of it's goal of presenting a seamless customerinteraction with an enterprise agent or knowledge worker operating in acommunication center such as center 17. For example, an interactionobject model (IOM) represents a transcript of all interaction historystored in DB 79 and provides an audit trail of the state of transactionsof all interactions. An interaction process model (IPM) controls howevents are handled within the operating system.

[0069] An additional set of models handle how agents receive theirrouted media such as via traditional push model, blended push model,publish and subscribe model, or interrupt model. Prioritizinginteraction events may also be accomplished through varying the pushtheme or scheme. For example, traditional push technology for e-mailmeans that only e-mail (media type) is being worked on by an agent. Byblending the push model with a publish and subscribe model, theinterrupt model is created wherein the agent may subscribe to variousrouted media such as answering phones, and responding to faxes, but maybe interrupted for an important interaction of another media type suchas e-mail and so on. In this way an agent's time may be utilizedaccording to enterprise rules within an automated environment.

[0070] Outbound campaigns may be configured according to enterpriserules and media preference using a single rule-set knowledge-base. Thissingle set of outbound tools can be used to initiate customer dialog viapredictive dialing, e-mail push, automated recorded messages, and so on.

[0071] It will be apparent to those with skill in the art that commonobject modeling (COM) can be used to create virtually any type of modelfor any type of enterprise situation. It is the intention of theinventor to provide the applicable control codes known in the art forbuilding process and object models and enabling the linking andinteraction between the models. As previously described, it is partlythe fact that CINOS uses these various models and knowledge bases toachieve desired interaction that sets it above current-art systems. Theinventor knows of no such network interfacing operating system that isbased on the above described technology.

[0072] CINOS may be implemented in a number of different topologies. Forexample, CINOS may be implemented as a centralized topology with onecommunication center as shown here in FIG. 1, a distributed topologywherein a single communication center may span multiple physicallocations, a segmented communication center wherein a single pool ofagents services more than one company or customer base, or a widecommunication network wherein a plurality of communication centers suchas center 17 cooperatively service a common pool of customers or acustomer base. Enterprises involved in commerce such as large financialinstitutions hosting many geographically separate communication centersmay build their entire networking system using CINOS architecture instandardized and distributed fashion. There is no limitation to the typeof enterprise that may use CINOS as it may be tooled to accommodatevirtually any network architecture linked to a communication centerhaving DNT capability.

[0073] It will also be apparent to one with skill in the art that CINOSroutines according to various embodiments of the present invention maybe included and implemented at the network level without departing fromthe spirit and scope of the present invention such as in processor 61,and IVR 59 in PSTN 13, or in routing node 21 in WAN 11.

[0074]FIG. 2 is a block diagram illustrating basic layers of the networkoperating system according to an embodiment of the present invention. Aspreviously described with reference to FIG. 1, CINOS comprises threebasic operating layers. They are an external media layer 83, a workflowlayer 85, and an internal media layer 87. External media layer 83interfaces directly with the customers or business contacts or partnersas illustrated via customers a and b, and business contact c. Thebi-directional arrows beneath each of the above mentioned participantsillustrate interactive participation with CINOS on the customer side.

[0075] External media layer 83 may, in one embodiment, be amultifaceted, web-based self-help interface providing news informationand a host of other services that may be personalized by the customer.In many respects, external media layer 83 in this embodiment is similarto a web browser.

[0076] Workflow layer 85 comprises 3 basic function categories beginningwith a content analysis category 89 wherein textual analysis, voiceanalysis, IVR interaction, recording and storing takes place. A nextcategory is context resolution 91. Context resolution involves customeridentification, business process binding, preparation for routing, andso on. A third category termed interaction routing 93 comprises variousprocesses associated with the presentation of the interaction to agents,service persons, knowledge workers, business partners, customers and thelike, that is, all transaction partners. Category 93 covers queuing,skill-based routing, automated treatment, workflow models, and so on.

[0077] Internal media layer 87 comprises an agent desktop interface notshown in FIG. 1, but described in more detail below. Both external layer83 and internal layer 87 contain the required tools for enabling mediaand application-independent interfacing such as previously mentionedself-help wizards, media viewers, and other controls as prescribed viaenterprise rules.

[0078] Internal media layer 87 provides an agent with, among otheroptions, information about the customer or contact, information aboutcurrent or historical business processes, information about currentinteractions and their relationship to business processes, and aknowledge-base to guide the agent or knowledge worker with interactionresponse and workflow. An agent a, and agent b, and a knowledge worker care shown herein interacting with the system as illustrated viabi-directional arrows. The skilled artisan will recognize these aremerely examples, and there may be many more such persons, andinteractions in some instances may be routed to machines for response.

[0079] It will be apparent to one with skill in the art that themulti-tiered architecture of CINOS such as is illustrated herein maycomprise many more or differing steps or processes without departingfrom the spirit and scope of the present invention.

[0080]FIG. 3 is a flow chart illustrating basic steps performed by theinteraction operating system of FIG. 2 related to completing atransaction between a customer and an agent, wherein the transaction isinitiated by the customer. Similar steps may be accomplished in theopposite direction for communications initiated by an agent, as thesystem is bidirectional, but the present example will serve to teach theinventive aspects of the system. In step 95, an incoming transaction,such as a live call, an e-mail, etc., is received at the appropriate CTIswitch (COST) or routing server (DNT) in a CINOS communication centersuch as center 17. In step 97, customer and media type are identifiedand interaction proceeds.

[0081] All transactions, whether live calls, such as video calls, DNTcalls and COST calls, or text-based documents, such as e-mails, arerecorded and stored in one or more mass storage devices handled by oneor more database applications. This may be taken as server 79 of FIG. 1,although the diagram of FIG. 1 is exemplary.

[0082] A principle object of the invention is to extract maximuminformation from every transaction for building a knowledge base thatcan be used for dynamic management and future analysis and development.This is done primarily by data mining, which is applicable tomachine-operable code, that is text. Because of the nature of theextraction, there is a difference in the way live calls and text-basedmedia is handled.

[0083] Discrimination as to the text nature of the media is made at step99. If the media chosen by the customer is already text-based, then thetransaction is recorded as received (101), and a data mining applicationextracts important information in step 103 and stores it in theknowledge base. The distinct portions and versions of the transaction,such as the originally recorded version and any extracted data arerelated to one another and to other knowledge previously stored, andbecome part of a threaded interaction history associated with an ongoinginteraction and ultimately of an overall contact history.

[0084] If the media chosen by the customer is determined in step 99 tobe a live interaction such as a COST or IPNT call, then the existingknowledge base is accessed at step 107, and the call is routed to thebest fit agent. This may, of course, be done in a number of ways, suchas an ADC, skill-based routing as known to the inventors, transfer to anIVR for automatic processing, and so on, as may be dictated byenterprise rules. If routing is to an agent, customer information may beretrieved from CIS server 57 (FIG. 1) and sent to the agent's PC, andappropriate scripts may be provided to guide an agent in interactingwith the caller.

[0085] In step 109 the actual transaction is recorded as it takes place,which, in the case of live calls, may be a video or an audio recordingor a combination of both. Preferably the recording is digitized.

[0086] In step 111, a maximal text version is prepared from the actualtransaction. The ability to do so depends to a degree on thesophistication of the system. This process may be as simple as a personadding notes for annotation or as sophisticated as a voice-to-textapplication preparing a full text version as the transaction transpires.

[0087] In step 113 the text version is mined for data and resultingknowledge is stored in the appropriate knowledge base for fixture use,and added to overall record with appropriate cross-referencing.

[0088] It will be apparent to one with skill in the art that there willbe many routines comprising various steps for performing differentprocesses as may be determined by enterprise rules which may likewisevary depending on, among other considerations, company type, product andor service type, communication center architecture, whether or not thesystem architecture is centralized or distributed, and so on. Theembodiment taught herein is meant only as a basic example of processfunctionality related to CINOS processing of an incoming event.

[0089]FIG. 4 is a block diagram illustrating agent-desktop functionaccording to an embodiment of the present invention. An agent-desktopclient 115, part of the CINOS overall architecture, enables an agent orknowledge worker to configure and control his or her interface to therest of the system and to external media. Client 115 may be personalizedaccording to a particular agents parameters. A desktop interface 117 mayappear and function much like a personalized web-browser containing manysimilar attributes related to network capabilities including fullmultimedia function, software tool kits, linking and embeddingcapability, and so on.

[0090] An HTML client application 119 oversees all of the networkcapability previously mentioned. In this embodiment for example, HTMLclient 119 communicates with an Internet information server 121 usingHTTP protocol which is standard. Client 119, if provided minimally, maybe used in conjunction with an Internet browser for full multimediafunction. In some embodiments, it may be maximally provided to be afully featured client with full web browser function. For example, anagent may create and edit web forms, web pages, embed controls into suchweb-based forms or pages to provide certain customer interactionmechanisms in addition to having a fully functional navigation tool athis disposal.

[0091] In another embodiment, Server 121 may be a server on a privatenetwork or corporate WAN instead of an Internet server. In a preferredembodiment, however, any number of servers on the Internet and/or linkedto a WAN other than the Internet may communicate with client 119 as itintended to support all existing and known communication protocols.

[0092] A windows client 123 is provided to seamlessly integrate existingapplications on the agent's PC to network applications and processes.This may be implemented via a desktop tool-kit 125 that contains all ofthe required controls for building, integrating and customizing theinterface.

[0093] A business-logic layer comprises business object models 129,hereinafter termed business objects 129, representing contacts,interactions, knowledge-bases, events, routing processes, and othersystem routines. Integration and interaction of the various describeddesktop components with these logics is accomplished via common objectmodeling (COM) which is known in the art and available to the inventor.Desktop to CTI integration is accomplished via controls provided orcreated with a CTI set of tools or tool kit (not shown). For example, ifthe enterprise desires to blend voice and e-mail, the CTI tool kit wouldbe used to build and integrate the interface.

[0094] Existing network applications such as CIS, enterprise resourceplanning (ERP), Commerce, and the like interact with various businessobjects using COM and may also interact with a physical database usingODBC and SQL.

[0095] Customer Interface Media Window

[0096] According to a preferred embodiment of the present invention,CINOS access by customers of an enhanced multimedia communicationcenter, such as center 17 of FIG. 1, is controlled by means of acustomer-facing media interface, by which customers may be identifiedand even categorized according to numerous criteria. In some casesaccess may be controlled through subscription, or according to otherqualifying criteria such as may be deemed appropriate by the enterprise.For example, if the enterprise is an exclusive investment club,membership may be required. Categorizing criteria may includedemographic information such as income level, credit history, or anyother attribute that may be quantified and used to categorize acustomer.

[0097] An enterprise-controlled access point may be defined as aninterfacing window or portal created and maintained at a typicalcustomer entry point in a network as may be known in the art. Suchinterfaces may take the form of a WEB-based customer interface (a WEBpage), an interactive voice response (IVR) unit, a service control point(SCP), or some other customer-facing system or apparatus as may be knownin the art.

[0098] For the purposes of this specification, an example of anenterprise-controlled WEB-form access and interface window isillustrated as an example for a preferred embodiment. The inventor deemssuch an interface to be most adept in offering best-fit media optionswhile remaining accessible to a large customer or client base.

[0099]FIG. 5 is a block diagram of a WEB-form customer interfaceaccording to an embodiment of the present invention. WEB form 133,hereinafter termed access window 133, is provided to be a part of anenterprise's WEB page which may be accessed through Internet connectionand navigation, as is known in the art. Widow 133 is part of the CINOSsoftware architecture described above, and represents the initiation ofany customer interaction with the hosting enterprise. A WEB counter 143is provided and records the number of visits to window 133.

[0100] Window 133 is built and edited using COM codes available to theinventor and typically found in tool kits adapted for the purpose ofcreating interactive displays on a WEB page. Such a tool kit may belocated on an agent's desktop, perhaps part of an agent's HTML clientsuch as client 119 of FIG. 4. In one embodiment, it may be part of asystem administrator's tool kit.

[0101] Window 133 contains interactive options directed at variouscategories and functions. For example, a new client section 135 containsinteractive options related to adding a new client to the activecustomer base of the enterprise. A customer service section 137 containsinteractive options presented to existing clients needing service. A neworder section 139 contains interactive options presented to existingclients wishing to do new business.

[0102] Each offered interactive option is an embedded executablefunction having the appropriate links to other system areas of CINOSsuch as may be relevant to the immediate interaction such as to servicesoffered, routing routines, database searching, interaction recording,and so on.

[0103] An innovative function of window 133 is to provide front-endcontrol of access to the enterprise by existing and potentialclients/customers. For example, as a client, contact, or potentialclient interacts with the various media and functional options presentedby the enterprise in window 133, he or she is being directed accordingto enterprise rules in such a way that he or she may first be qualifiedor not to patronize the enterprise. Secondly, the contacting person maybe categorized and sorted as to type of qualified customer. Thirdly, theperson contacting person may be directed to pre-selected media optionsby the enterprise for various services offered including but not limitedto routing live interactions, and so on.

[0104] In a preferred embodiment of the present invention, access window133 is fully customizable, based on customer data and enterprise ruleswith the focus of such customization directed toward benefiting theenterprise and ultimately the client. That is, the client's optionswithin window 133 are pre-selected and preferred by the hostingenterprise based in part on data about the client, details about theclient's communication equipment and software, and enterprise rules andconstraints. In some embodiments, the client may aid in customizingwindow 133. However, as it is desired by the enterprise to provideservice in a cost-effective manner, the client will be presented withoptions as preferred by the enterprise in most cases.

[0105] To further illustrate, refer now to new client section 135. Ifwindow 133 is part of the enterprise WEB page, as is the case with thisexample, there will be a variety of visitors which may or may not bepre-qualified by the enterprise. Therefore, an interested party wouldbegin (and be restricted to) taking a new client survey, illustrated asone of the options in section 135. If the enterprise rules require thisas a first step, then the other options may be enabled only uponcompletion of the survey. By choosing new client survey, a second windowmay contain various survey options such as via email, interactive voicerecording, type and send method, or the like.

[0106] Information taken in the client survey is recorded and enteredinto a CINOS database such as DB 75 of FIG. 1. Such information may alsobe compared against enterprise rules or constraints, and other knowninformation as may be available to the enterprise. Assuming the clientis now recognized by the enterprise, the client's media hardware andtelephony information may be recorded for future interaction purposes.Such information may include the client's personal computer parametersincluding modem type, Internet connection type, computer platform type,type of Internet phone application installed, etc. Similarly, COSTtelephone parameters may be recorded, such as personal phone number,business phone number, cellular phone number, forwarding numbers, and soon. Such data will influence latter customization of his personal window133 for the particular client including the types of media that will beoffered.

[0107] Finally, the client may be asked to create a password for thepurpose of accessing CINOS. A section 141 is provided containing anetwork log-in option along with download sections for obtainingpermanent and or temporary software as may be desired or needed, or, insome cases, required for the client to access certain services, viewcertain content, and so on.

[0108] Section 137 presents media options for clients seeking customerservice from the enterprise. These options are, in a preferredembodiment, presented in a customized or personalized fashion within theclient's window 133 as was described above. Therefore, each clientpatronizing the enterprise may access a version of window 133 thatdiffers in look and functionality than that of another client. In thisexample, service section 137 contains options for e-mail, chat program,fax program, a self-help wizard, and a voice wizard. Other media typesmay be added or subtracted from the client's window 133 depending on anyof several criteria. Personalization of widow 133 takes into accountclient information as stored in CINOS database 75, service-agent mediaavailability and preferences, and perhaps any overriding enterpriserules. Unless and until a client is identified there are typically nooptions presented to the client for continuing a transaction with theenterprise.

[0109] For an identified client, by selecting the e-mail option, theclient's preferred e-mail program may be activated for the purpose ofsending a message to or soliciting a reply from a service agent. Byselecting chat program, the client may be launched into a scheduledservice seminar featuring many clients interacting with a service expertregarding a certain subject. One enterprise rule regarding section 137may be that there is no telephone or I-phone media option for customerservice for a client in the absence of an ongoing project with theparticular customer. In this sense an ongoing project includes anyunfinished business that the client is involved in with the enterprise.

[0110] Self-help wizards and voice wizards as illustrated in section 137may be offered to help a client resolve an issue without taxing furtherresource. Such wizards may be customized based on a client's recordeddata, perhaps confirming past interactions, providing account or orderstatus, and so on. In some embodiments, selecting an option might availseveral additional options. For example, selecting chat program mayavail three possible chat programs to choose from with differentschedules, content, and functionality attributed to each individualprogram.

[0111] New order section 139 in this example contains various optionsadapted to facilitate placing orders. The options as illustrated hereininclude, but are not limited to, I-phone, call back, promotional models,video presentations, an on-line viewer, and an order wizard. Interactionis the same as was stated with regards to section 137. For example,selecting promotional models, accesses a database containing the currentpromotional information and features of products which may be viewedinteractively by the client using an on-line viewer offered as one ofthe functional options (tool). The options presented in the New Orderssection may also be customized according to client identity,demographics, transaction history, and enterprise rules.

[0112] On-line viewers may enable the client to view documents that arenot supported on his computer platform. Selecting video presentation mayavail several types of videos for viewing, such that the client maychoose one. If the client does not have a viewer installed on hiscomputer which will support the offered video, perhaps the on-lineviewer may play the video, or the client could download a temporaryviewer from section 141, etc. Selecting call back may bring up a secondarray of media choices made available by the enterprise for receiving areply interaction from an agent.

[0113] By providing a controlled interface window such as window 133 theenterprise may control routing and interaction right from the beginningof customer contact. Through the innovative method of linking andreporting to other CINOS functions, and repositories, much real-timepersonaliation of window 133 according to enterprise rules and customerparameters may be made automatically. For example, if a client's historyindicates a propensity toward frequent buying, an I-phone option may bepresented in customer service section 137 in his window 133 immediatelyafter such a determination so that he may get direct customer service atall times.

[0114] Certain media options, as described above, may be afforded acertain priority over one another regarding interaction with theenterprise. For example, a VIP client may have live interactive mediachoices offered in window 133 such as I-phone, call back to COST phone,video phone, etc. A client known for infrequent contact or troublesomeinteractive history may be limited to text-based interaction such ase-mail and so on.

[0115] As an integral part of CINOS functionality, window 133 acts as aportal through which existing and potential clients may be screened,categorized and routed according to enterprise rules. Customerinterfaces such as window 133 may be provided at various locations on aWAN such as the Internet without departing from the spirit and scope ofthe present invention. Such portals may exist in different geographicregions, and may be created for differing customer bases such as one forLatin America, and one for the pacific rim, and so on. Instances ofCINOS routine may be distributed widely over a network.

[0116] Although the example provided herein is of a WEB form, it will beapparent to one with skill in the art that a CTI counterpart may becreated for the COST telephony network. Such a case may be a CINOSenhanced IVR at an SCP or customer access point in the COST network.

[0117] CINOS, as previously described, optimizes customer/agentinteraction in a manner which is economical and cost efficient to boththe enterprise and the patronizing client. The customer interfacingwindow as taught herein with regards to FIG. 5 is innovative in that itis a fully customizable portal that facilities seamless integrationbetween clients and enterprise agents according to enterprise rules.Further innovation is evident in that client data is fully andseamlessly integrated with CINOS intelligence and enterprise rulesregarding routing of interactions and other constraints or limitationsthat are programmed into the system. In effect, logic from the frontend, or customer side, to the back end or agent side is linked andaccessible to all appropriate CINOS routines which include applicableCTI CINOS routines. The various customer interfacing logic is areexplained more fully below in a series of process logic steps in a flowchart.

[0118]FIG. 6 is a flow chart illustrating media-presentation andcustomer-interface logic steps according to an embodiment of the presentinvention. In step 145, a visitor registers at an enterprise's WEB page.The visitor is identified according to enterprise rules in step 147. Instep 148 CINOS determines the current status of the visitor aftersearching known client and contact data records. For example, thevisitor may be a potential new client, an existing client, or anexisting business contact. Although not specifically illustrated, apotential or new-business-client is not typically logically separatedfrom a potential new-client until further process ensues in step 149with regards to qualification via survey.

[0119] If the visitor wishes to be a client, he may log-in to thenetwork system in step 159. Log-in may be automatic in the event thatCINOS remembers the client's assigned password, or perhaps typing thepassword or other code may still be required for security reasons. Atthe time of log-in, window 133 is presented in personalized fashionaccording to client data and enterprise rules in step 161. In step 163,interaction between an enterprise entity and the client begins with amedia type that is offered by the enterprise and selected by the client.An enterprise entity, as immediately described above, is herein definedas an agent, knowledge worker, service person, or any other liveattendant, as well as any entity constituting an automated responseaction such as an automated fax, an IVR, automated file downloads, etc.

[0120] At step 148, if it is determined that the visitor is new, then anew client survey is conducted in step 149. Step 149 will determine ifthe new visitor is a client or business contact via the survey process.As described with reference to FIG. 6, the client survey may beconducted using a variety of known techniques and media. Presuming thata new visitor qualifies as a client or business contact in step 149, heor she may be asked to create a password in order to provide access toCINOS. In step 153, the client's appropriate communication and systemparameters are recorded for future reference and for use in customizingwindow 133.

[0121] At step 155, a client instance of CINOS, or perhaps anotherenabling application, may be presented for download by the client. Insome embodiments, there may be no required software for download.Therefore, step 155 may be considered optional in this regard. In step157, the new client may log-in to the network system and begininteraction. Because the client, in this case, is accessing the systemfor the first time, the steps wherein he would obtain a customizedwindow and begin interaction with an enterprise entity are not shown asintermediate configuration of media choices, product preferences, andthe like, may still be required before a customized interface may bepresented. In one embodiment, the client may not see a customized windowuntil the next time he or she attempts to access the network.

[0122] Steps 165, 167, and 169 for an existing business contact asdetermined in step 148 are similar to steps 159, 161, and 163 for anexisting client although the rules for interaction such as media used,personnel involved and so forth will be different. For example, in step167 an existing business contact may be offered the option of using anetwork-collaboration program wherein I-phone, file sharing, videoconferencing and the like are inherent to that one application.

[0123] It will be appreciated that there are many possible logicsequences or steps that may be followed in interfacing and enablinginteraction between a client and an enterprise entity without departingfrom the spirit and scope of the present invention. FIG. 6 presents justone possible example of many.

[0124] It will be apparent to one with skill in the art that the rulesgoverning the types of media offered to clients may be based on acombination of variables such as may be decided upon by the enterprisewithout departing from the spirit and scope of the present invention.Likewise, offered media types may be added or withheld from a clientover a period of time based on such variables. Moreover, such additionsor subtractions of media availability with regards to customer interfacewindow 133 may be automated and based on calculated variables.

[0125] In one embodiment, a client may add or subtract media choices ifdesired, however, the enterprise may reserve the right not to engagesuch media if added by a client.

[0126] In one embodiment, special application-independent media viewerssuch as the viewer offered in section 139 of window 133 of FIG. 5, areoffered to clients and possessed by agents so that initial illegibleinformation may be made human readable regardless of the authoringapplication used by the agent or the client in the process ofinteraction.

[0127] Rules-Based Storage and Threading of Multimedia Interactions

[0128] In a preferred embodiment of the present invention, all CINOScontrolled interactions with customers or business contacts are recordedand stored in a contact history comprising a MIS database and a textdatabase such as were described with reference to copending applicationP3313PA, and described above. That is, actual multimedia interactionsare recorded to one database or to a section of one database supportingall multimedia types used in the communication center, and text-basedversions are stored in another database or portion of the same database.All of the actual recorded transactions and text versions are related asa threaded contact history which may be separate from or part of thesame database as will be further explained below.

[0129]FIG. 7 is an exemplary overview of a multimedia-interactionstorage system within a communication center according to an embodimentof the present invention. A system architecture 171 is illustratedsolely for the purpose of providing just one of many possiblearchitectures in which the methods and apparatus of the invention may bepracticed. Architecture 171, which in a preferred embodiment comprisesboth conventional and DNT apparatus, is exemplary of an architecturethat could facilitate CINOS according to an embodiment of the presentinvention such as is also the case of FIG. 1.

[0130] At the heart of the storage system is a mass-storage repository187 adapted to store multimedia interactions as well as text-basedrelated files. Repository 187 may utilize any form of digital storagetechnology known in the art such as Raid-Array, Optical Storage, and soon. The storage capacity of repository 187 will depend directly on it'simplementation with regard to the size of the communication center andpredicted amount of data that will be stored and kept by the system.

[0131] In this example, repository 187 is divided logically into twosections. One section, multimedia information system (MIS) 189, isresponsible for housing all multimedia interactions defined as mediathat is not text-based such as audio, video, and graphics-based media.All multimedia interactions are stored in MIS 189 whether incoming,outgoing, or internal. A second section, herein referred to as textsection 191 is responsible for all text-based interactions as well astext versions related to non-text files. Sections 191 and 189 ofrepository 187 are analogous to MIS 79 and DB 75 of FIG. 3.

[0132] Repository 187 is connected to a communication-center local areanetwork (LAN) 195. Repository 187 is accessible via LAN 195 toauthorized personnel within a communication center such as agents,knowledge workers, or the like, and may, in some instances, also be madeavailable to clients communicating with the call center. A networkrouter (RTN) 175 is shown connected to LAN 195 via network connection203. In this example, network router 175 is the first point within acommunication center wherein DNT media arrives. Network router 175 isexemplary of many types of routers that may be used to route data overLAN 195. An Internet-protocol-network-telephony (IPNT) switch 176 isconnected to network router 175 via data link as is known in the art.IPNT switch 176 further routes or distributes live IPNT calls that donot require routing to a live agent. IPNT calls that are routed to liveagents are sent over connection 203 to LAN 195 where they reach agentPC/VDU's (not shown) or DNT-capable phones (not shown) as illustratedvia directional arrows.

[0133] An object of the present invention is to record all multimediainteractions and store them in MIS 189. A further object of the presentinvention is to similarly record text versions of and text files relatedto all multimedia interactions and to store them in text-based section191. For the purpose of the present invention, a text version of anon-text file is defined as a sufficient text rendition or descriptionof a corresponding multimedia interaction. Still another object of thepresent invention is to provide an innovative mechanism whereinauthorized persons may access any particular block of text and ifdesired, call up the actual media to which the text relates. More detailregarding the order and manipulation of repository 187 is describedfurther below.

[0134] Creating text-based versions of live multimedia interactions may,in some cases, be accomplished via an automated method. For example, adigital voice attendant 197 is provided and linked to IPNT switch 176.Digital voice attendant 197 may be of the form of a DNT-capable IVR orother digital voice-response mechanism as may be known in the art. Suchautomated attendants may interact with a voice caller instead ofrequiring a live agent. A speech to text converter 199 is provided andlinked to voice attendant 197. As digital voice attendant 197 interactswith a caller, speech to text converter 199 uses voice recognitiontechnology to convert the audio speech to text. Such text may then bestored automatically into text section 191 and related to thealso-recorded audio data.

[0135] It will be apparent to one with skill in the art that as speechrecognition technologies are further improved over their current state,which is adequate for many implementations, reliable text versions ofaudio transactions are not only possible but practical. Such speech totext conversions are used here only for the convenience of automationwherein no live attendant is needed to transcribe such audio data. Theinventor is familiar with such converters as used in the CINOS systemaccording to a preferred embodiment. Such converters provide conveniencein the practice of the present invention but are not specificallyrequired to achieve the objects of the present invention.

[0136] Manual transcription may also be used to convert audio/video totext or code that may then be entered into text section 191. Forexample, a live attendant 201 is shown connected to LAN 195. Attendant201, in this case, may be given the responsibility of transcribing audiofiles from speech to text and annotating video or graphics files for thepurpose of creating text files related to the non-text data. One or morelive attendants such as attendant 201 may be provided for this purpose.Some media arriving at a communication center such as the onerepresented via architecture 171 will already be text-based andtherefore require no conversion or annotation. Short e-mails, Faxes,word documents, and so on are part of this media category.

[0137] An automated services system 193 is illustrated as having adirect connection to section 191 of the data repository. System 193 isprovided for certain text-based interactions, as described above,wherein a complete text record of the interaction may be mirrored, orotherwise created and stored into text section 191. Such automatedservices may include but are not limited to automated e-mail and faxsystems. For example, a fax may be sent and mirrored into section 191or, perhaps recreated using an optical character recognition (OCR)technique and then entered. Physical text-documents such as legal papersand the like, may be automatically scanned into text section 191 beforethey are sent to clients. There are many possible automated techniquesfor entering text files into a database. Such methods described withregards to automated services 193 are a convenience in practicing thepresent invention but are not specifically required to achieve theobjects of the present invention.

[0138] With respect to the dual capability (COST/DNT) of architecture171, a central telephony switch 173 is provided to be a firstdestination for COST calls arriving from, for example, a PSTN network.Switch 173 may be a PBX, ACD, or another known type of telephony switch.Internal COST wiring 182 connects telephony switch 173 to agent'sindividual telephones (not shown). Switch 173 is enhanced via aprocessor 179 running an instance of T-server and an instance ofStat-server, which are software enhancements known to the inventor andhave been previously described. Such enhancements provide CTIapplications, such as intelligent routing, but are not specificallyrequired to practice the present invention. CINOS as previouslydescribed is adapted to be integrated with such software when present ina CINOS enhanced communication-center.

[0139] An intelligent peripheral in the form of a COST IVR 177 isprovided for the purpose of interacting with callers seeking informationand the like who do not require connection to a live agent. IVRtechnology may comprise voice response, touch tone interaction, or acombination of these technologies. IVR 177 is linked to processor 179and also to automated services 193. An example of an IVR interaction maybe the presentation to a caller of options for using an automatedservice such as those described above, or perhaps waiting for a liveagent.

[0140] A CTI to DNT interface 181 is provided for the purpose ofconverting COST interactions to digital mode compatible with DNT so asto be adapted for digital storage and interaction according to CINOSfunctionality and enterprise business rules as described above.Interface 181 is not specifically required to practice the presentinvention so long as appropriate application programming interfaces(API's) are provided for equipment that interfaces with CINOS.Bi-directional arrows illustrated between interface 181 and IVR 177represent the ability to route interactions in either direction. COST toDNT conversion may be accomplished in IVR 177 in addition to or in placeof interface 181. The connection architecture presented herein isexemplary only.

[0141] A speech to text converter 185 is provided for converting audiofrom the CTI side to text for entering into text section 191 as wastaught with regards to converter 199 on the DNT side. Actual recordedmedia interactions are illustrated entering MIS 189 after text versionsare rendered and entered into section 191, however, this is notrequired. In some instances text versions of multimedia interactions maybe rendered after the interaction is stored. There is no limitationregarding sequence. It is sufficient to say that converters 185 and 199are capable of real-time conversion and entry.

[0142] Server 183 shown connected to LAN 195 is adapted to host a CINOSMGR.(operating system) application which provides control andorganization with regard to various functions provided by the CINOSsystem as a whole. The storage architecture represented herein byelement 171, and all it encompasses in this embodiment, is meant only tobe an example architecture as may be dedicated to the storage andorganization of communication-center data according to enterprise rules.

[0143] A unique method termed multimedia threading by the inventor isused in a preferred embodiment of the present invention for relatingeach multimedia interaction whether incoming to, out going from, orinternal to the system, such as between an agent and a supervisor. Thisinnovative process allows agents or other authorized personnel to accesstext data and ability cross-reference the data to actual recordedmultimedia interactions which may be displayed and played back.

[0144]FIG. 8 is an illustration of a relational diagram as might bedisplayed on a display monitor, representing entities stored in thedatabases described. The blocks of FIG. 8 illustrate threadedtext-blocks and their relationship to stored multimedia according to anembodiment of the present invention. Repository 187 comprises section191 and 189 as illustrated in FIG. 7. Section 191 contains text versionsof interactions that are related by such as chronology, issue,participants, company affiliation, and the like. The text documents andversions of non-text files, represented in this case by icons, are shownrelated by serial position. For the sake of clarity regarding theinnovative threading according to an embodiment of the presentinvention, a brief description of prior art threading follows.

[0145] Threaded dialog as is known in prior art involves a system ofstrings or threads that are identified as being inherent to a singleentity or subject matter wherein the dialog (questions and replies) isabout that subject or about a question or subject that an entity hasbrought forth. A threaded dialog may be finite dialog (is closed at somepoint) or it may be ongoing. Typically, a thread, which connects orassociates the pieces of dialog, contains all of the dialog in the orderthat it happened such as in chronological order. Threading may beimplemented based on other criteria as may be appropriate for aparticular situation or by particular rules.

[0146] As previously described with reference to the background section,prior art threading techniques are confined to text such as with anon-line message board or the like. The inventor knows of no system thatsupports full multimedia interaction. The innovative implementationtaught below integrates the text-based thread with stored multimediainteractions such that one may interact with the thread and accessvarious stored media associated with the thread.

[0147] Referring again to FIG. 8, a customer 205 is illustrated ashaving two threads. They are issue I and issue II. Customer 205 has anassigned number XX-XX that identifies him or her with respect to theCINOS system. Issues I and II may comprise sales dialog, purchasingdialog, or any other type or purposed dialog as may be generic to thehosting enterprise. Customer 205 may well be a business contact, or evenan internal agent practicing dialog with a supervisor or the like.

[0148] A series of icons a-d represent the type of media stored for eachtext block (text not shown). For example, issue I comprises first ane-mail text followed by a fax text, WEB text, and V-phone text. In thiscase, a time stamp or other known method may be used to insure that eachtext block is in order. Icons a-d are interactive pointers or links tothe actual media interactions that they represent. That is, the firstblock of e-mail text is associated with an interactive icon, in thiscase icon a. By clicking on icon a with a pointer device, the actuale-mail may be accessed and viewed. In an alternative aspect, not onlythe actual transaction may be presented to a user for review, butrelated files may also be listed or otherwise presented for selectionand review.

[0149] A logical link 207 represents cross-referencing capabilitybetween sections 191 and 189. Dialog may be threaded according to a widevariety of business rules. For example, a thread or string may representdialog about a customer, product, agent, group of agents, group ofcustomers, and so on. An identifier is assigned to an entity and to allthe communication events to or from that entity, or those in which theentity may have been involved such as a group discussion or chat. Inthis way all interactions may be organized and stored accordingly.

[0150] In one embodiment, keyboard commands could be used tocross-reference to actual media instead of icons. In another embodiment,text versions of actual media are fully viewable with the text itselfappearing in interactive form whereupon a double click may call up theassociated media and so on. There are many variations within the scopeof the invention.

[0151] Although actual recorded media interactions are, in thisembodiment, stored in MIS 189, there does not have to be two separatedatabases (one for text and one for actual media). All data may residein one database and be sectioned in storage. For example, one click onthe customer name may bring up text only, while a double click on thetext brings up the associated media.

[0152] In MIS 189, recorded multimedia interactions are represented byicons I-IV and VI. For example element I represents all recorded Videophone interactions. Element II represents all e-mails. Element IIIrepresents all recorded COST interactions. Similar associations are madewith respect to elements IV and VI which represent WEB interactions andVideo mails respectively. WEB interactions IV may include on-lineorders, requests, information forms, signed certificates, and so on.

[0153] Element V represents additional stored multimedia files dedicatedto, for example, promoting the enterprises products or services.Promotional files V may contain files of the form of any enterprisesupported multimedia. These files may be tools that can be sent toclients upon request or perhaps periodically.

[0154] Referring again to section 191, element b located on the threadlabeled issue I represents text from a fax. Because a fax is text-basedand not a multimedia interaction, there is no corresponding media eventassociated with it. However, the fax is threaded into the dialogaccording to, in this case, chronological order. A short example of aproposed dialog concerning issue I follows.

[0155] Element a represents an e-mail sent by customer 205 to theenterprise requesting pricing information. An enterprise agent respondswith a fax (b) to customer 205 containing the requested information.Customer 205 then places an on-line order (element c) along with arequest for confirmation via video phone (element d). Issue I may beclosed at this point. Issue II may represent a threaded dialogconcerning company service with regards to the customer order of issueI, or perhaps an agent-to-manufacturer dialog regarding how the orderwas handled with respect to issue I.

[0156] In accordance with CINOS functionality as previously taught indescriptions above, data may be mined from repository 187 for thepurpose of enhancing service to customer 205. Mined data may be used toaffect routing of interactions, product promotions or advertisementsthat may be sent to customer 205. In some cases, mined data may effectnew dialog with a customer or business contact resulting in new threadadditions. A complete contact history with interactive linking to actualrecorded media enables the enterprise to resolve disputes more easily,better service the customer, and enhance profitability for theenterprise.

[0157]FIG. 9 is a process flow chart illustrating logical steps takenwhen building a threaded multimedia contact-history ofcommunication-center interactions according to an embodiment of thepresent invention. Logical process steps as illustrated herein are meantto represent just one of many sequences which may be implemented whenbuilding a multimedia-threaded contact-history. Actual steps will dependon enterprise rules. In step 209, a current interaction to be recordedis identified. Identifiers may include special passwords or codes foridentifying the contacts involved with the interaction. The media typeof the interaction is identified in step 211. If the media type isalready text-based, as confirmed in step 213, then the interaction isprepared for entry into a database such as section 191 of FIG. 8.Preparation may include such automated processes as scanning, mirroring,file conversions, and so on. Manual annotation via live attendants suchas attendant 201 of FIG. 7 may also be performed. In step 223, the textinteraction is entered into section 191 of repository 187 and takes it'splace along the associated dialog thread according to enterprise rules.

[0158] If the interaction is of the form of non-text media as identifiedin step 211, then the MIS section of repository 187, or section 189, isnotified to accept the input. At step 219, the non-text interaction isrecorded into section 189 of repository 187. This may occur in real timeas the interaction takes place, or some point after the mediainteraction was recorded.

[0159] In step 221, a text version of the recorded media or a text-baseddocument related to the transaction is rendered for storage into section191 as part of the thread. In some instances, as described withreference to FIG. 7, step 221 is automated via speech to text convertersand occurs at the same time or before the recorded multimediainteraction is entered into section 189. In other instances, textversions of multimedia interactions may be rendered after the recordedinteraction is stored. A live attendant such as attendant 201 of FIG. 7may be assigned to parse video and or audio for applicable text. Suchparsed text is entered into section 191 and takes it's place along thethread as was described above.

[0160] In all cases, an identifying medium is used to assign portions ofan ongoing dialog to the proper location along a thread as well asprovide identification to actual recorded media for cross-referencingsuch as may occur during a system audit or contact review. Further, theappropriate icons and or links are created and associated to enteredtext wherein actual multimedia may be cross-referenced in interactivefashion. Hence, the type of media may be readily identified by anauditing or reviewing agent simply by browsing the threaded text withaccessibility to the recorded events made by interactive method such asclicking an icon with a pointer device as was previously described. Asan additional benefit all of the threaded dialog, whether text based ornot, is rendered in a form that data mining may be used to create manyuseful relationships and to derive much useful information from thestored data.

[0161] It will be apparent to one with skill in the art that the orderand specific function of logical steps as taught herein may varyaccording to the type of enterprise, existing enterprise rules, and soon. For example, instead of threaded dialogs being inherent to aspecific customer with the dialog being about the customersinteractions, it may be specific to a particular agent with the dialogabout the agents activities. Such differences in thread assignment maybe incorporated into one rules-based repository.

[0162] Interactive Multimedia Viewers and Applications

[0163] In a preferred embodiment of the present invention, CINOS userscomprising such as customers, agents, and business associates areprovided with innovative multimedia applications that are containers fordedicated multimedia viewers enabling a particular user to perform adedicated function or functions including gaining access to and viewingmedia from selected areas of CINOS data storage. Provision of suchapplications allows any objective to be gained regarding virtually anyaspect of the enterprise. These interactive applications are built froma parent application or container that may contain all of theinteractive modules that may be desired to effect a specific applicationto be presented to a user having a need for such an application.

[0164] According to various embodiments of the present invention, whichare described below, the multimedia applications may be adapted for suchtasks as placing orders, previewing products, determining customerprofitability, calculating sales volumes, reviewing agent performances,or any other enterprise-conceived objective. The abilities andconstraints applied to these unique applications are limited only by theimagination, and tools available to an authorized programmer or worker,such as a knowledge worker, who creates the applications.

[0165]FIG. 10 is a block diagram illustrating an interactive multimediaapplication (IMA) tool kit and a diagram of a created IMA applicationaccording to an embodiment of the present invention. An IMA tool kit 225is provided to an authorized programmer, which may be a knowledgeworker, for the purpose of creating special multimedia applications suchas an IMA 239 (illustrated within tool kit) for users of CINOS, whereinusers may access and interact with certain pre-selected data for thepurpose of reaching decisions and performing certain dedicatedobjectives as may be defined by enterprise rules. IMA tool kit 225contains executable codes or modules represented as building blocks bythe inventors. These modules may be used by themselves for certainfunctions, or may be linked to each other to provide additional functionin a programmed order. A good example of such a module would be acombination of COM codes used to build an interactive graphicalinterface (module), and the like.

[0166] Among these functional modules are interactive media viewers(IMV's) 227 which are provided and adapted for viewing certain mediasupported by the enterprise hosting a communication center employingCINOS. Supported media types may include but are not limited totelephony (traditional or IP), interactive voice response (IVR),e-mails, WEB embedded interfaces or forms, faxes, chat programs,multiparty threaded discussions, etc. IMV's 227 are unique in the factthat they are dedicated viewers including an interactive layer thatenables viewing of only pre-selected media as defined by enterpriserules. For example, CINOS users may be assigned an identification codeor number which will also be tagged to all of their stored interactionsas described elsewhere above with reference to FIG. 9. These codes maybe used to associate individuals with limitations and constraints fromviewing media that is not part of their own contact history (forexample). Other limitations or constraints may also be applied to IMv's227 as may be conceived and implemented by a programmer such as playingor viewing interactions of certain dates, playing or viewinginteractions about certain subjects, and so on. An editable softwarelayer inherent to each viewer enables a programmer to build suchconstraints into a particular viewer, and to add the edited viewer to anIMA Application Program Interfaces (API's) 229 are provided to allow auser to send obtained data or calculated results to connected peripheraldevices or software modules or applications as may be required foroperations such as printing, faxing, sending over a network, etc. If itis desired by enterprise rules, for example that a customer be able toprint certain text or graphic information obtained through IMA 239, thenthe appropriate interface may be provided.

[0167] Database Access Modules (DAM's) 231 are provided for allowingaccess to normally restricted databases that may be connected to CINOSarchitecture. Such databases will of course include multimediainformation systems (MIS), customer information systems (CIS), which mayalso include contact and agent associated data, external databases suchas may be hosted by the enterprise, and so on. Constraints may beapplied to DAM's 231 pertaining to which and or what portions of certaindatabases may be accessed by an application.

[0168] Programming language modules 233 are provided and adapted tofacilitate the type of platform/system that an IMA such as IMA 239 willbe created for. One IMA such as IMA 239 may be adapted to run on avariety of system types and platforms. System platform modules areprovided as API's for intended supported system/platform combinations.Mathematical function modules (MFM's) are provided and adapted tointeract with CINOS databases for the purpose of performing pre-selectedcalculations such as cost averaging and so on.

[0169] In this particular embodiment, IMA 239 is a finished applicationready to be distributed. IMA 239 contains default display modules (notshown) for the purpose of enabling computer screen display on a user'ssystem as is known in the art. IMA 239 may be stored in a specialapplications server (not shown) connected to the CINOS network either atWAN level or at the level of the hosting communication center. Themethod of distribution for IMA's such as IMA 239 may be of the form of aWEB-based client presentation to a user such as in customer window 135of FIG. 5, for example. IMA 239 may also be of the form of a browserplug-in accessible via a server such as may be the case with a specialapplications server as described above. In other instances, suchapplications may be made a part of an agent's desktop and so on. Thereare many and varied possibilities.

[0170] In this particular embodiment, which is exemplary only, IMA 239is of the form of an interactive purchase guide for bulk paper productsas illustrated via underlined title. IMA 239, in this example, islogically separated into two distinct operations or functions. These areoperation 241 and operation 243. Operation 241 is a product previewinteractive guide, while operation 243 is an order guide. The number ofoperations built in to an IMA such as IMA 239 will depend upon theintended purpose of the application according to enterprise rules.

[0171] For exemplary purposes, assume that IMA 239 which is, in thiscase, a purchase guide for bulk paper products, is to be presented to acorporate buyer who is new on the job. Because he is new, he may beuncomfortable with his own knowledge of how much or what kind of paperto buy. His predecessor may have a long purchase history with theenterprise. Therefore, he requests an IMA such as IMA 239 that willallow him to preview products, browse the past purchase history of hispredecessor, and perform a calculation that averages, by month, the lastyears paper purchases made by his company.

[0172] According to enterprise rules, IMA 239 adheres most closely tothe buyer's request. That is, It allows for preview of products (241),and leads the buyer toward an order (243). IMA 239 may, in someinstances, be designed specifically for one buyer if it is determinedthat his level of business contribution warrants it. However, in mostcases, IMA applications such as application 239 will be more genericwith interchange between different users accomplished with some editingperformed based upon the intended use of the application and userparameters.

[0173] A communication center may provide a number of standard IMA'swith each IMA adapted to a different objective. A communication centermay also provide custom-built MIAs for any specific purpose. A certainamount of editing ability renders one IMA usable in more than onesituation.

[0174] Referring now to IMA 239, as previously described, operations 241(product preview) and operation 243 (order guide) are available andrelated to purchasing bulk paper products. Operation 241 begins bypresenting two different platform options from which a user may select.A platform A may be a Windows platform, and a platform B may be a UNIXplatform. There may be more or fewer options regarding platforms.Similarly, applicable modules such as may be generic to a certainplatform are installed with each platform. In this way, one applicationmay be run on differing platforms.

[0175] An API, labeled as such, shown logically connected beneathplatforms A and B is illustrative of an interface for linked modulesdepended on platform choice. A database module (DAM) is first logicallyconnected to the API module previously described. The DAM controls whichdatabase or databases may be accessed by IMA 239. A window shownimmediately beneath the DAM provides an edit interface wherein theauthor or programmer may insert additional constraints, such as allowingaccess to only certain database sections and so on.

[0176] A mathematical function module (MFM) labeled as such is shownbeneath, and logically connected to the edit window. MFM is adapted toallow prescribed mathematical operations to be performed relative todatabase information such as cost averaging, grouping by productpreference, and so on. Various modules as have been described herein maybring up additional displays on a user's computer if the module inquestion offers a choice of operation or returns readable results.Furthermore, standard preview modules (not shown) may be presented asobject models and invoke standard viewers such as may be installed onthe user's computer system.

[0177] An interactive media viewer block (IMV) shown logically connectedto MFM, allows the user to view pre-selected media interactions that arepersistently stored in a database such as MIS 189 of FIG. 7. The IMVblock shown may represent a plurality of unique IMVs or a single IMV. Inthis case three IMVs are involved, and these are represented by theblocks labeled TXT (text), VID (video), and AU (audio). Each individualIMv has an edit layer wherein a programmer may apply limitations orconstraints relative to viewing capability. In some cases the samelimitations may be applied to all the IMVs of an application in oneediting sequence, such as by doing one edit and copying that edit toother IMVs. Although there are three illustrated viewer modules thatmake up the IMV in this example, more or fewer viewer modules may beused depending upon the intended use of IMA 239 and enterprise rules.

[0178] Although not explicitly shown, each IMV is editable through asoftware layer. In this way, a user may be limited to viewing certainmedia interactions and transactions that are allowed via enterpriserules. For example, TXT viewer may only be able to view e-mails from theuser and agent in a specific interaction thread, but not intermittente-mails on the thread that may be from agent to agent or supervisor toagent and so on. Because each interactor with CINOS has anidentification, and all interactions from or to them are so identified,these identifiers may be used in the edit layer of each viewer toconstrain the user. In this way, a user may be granted access to ahistory database and view only his interactions without imposing onother users who share the system. Likewise, agents or supervisorscharged with the task of reviewing the activities of certain otheragents may use applications such as IMA 239, adapted for the statedpurpose, and be constrained in terms of whose interactions (agent's) maybe viewed, and so on. In this manner full use may be provided tospecialized users without exposing otherwise sensitive information thatis not pertinent to the user or the purpose of the IMA.

[0179] Operation 243 created to allow a user to place an order forproducts is, in this case, a logical close for the previous operation. Amodule labeled Media Options may present standard media choices that theenterprise accepts for placing an order such as IP phone, e-mail, and soon. A connected text module (TXT) allows the user to send a quick textorder while on-line. A send button sends a completed order to theenterprise.

[0180] It will be apparent to one with skill in the art that an IMA suchas IMA 239 may be programmed for virtually any enterprise objectivewithout departing from the spirit and scope of the present invention,such as those already described. By utilizing pre-built modules insteadof writing codes line-by-line, programmers may greatly increase theefficiency of application preparation and presentation to users. In manycases only slight editing is required to present a new application to aparticular user. By using COM, and other known conventions such as Java,applications are quickly assembled or modified as has been taughtherein.

[0181]FIG. 11 is a process flowchart illustrating logical steps forbuilding an IMA for a user interacting with CINOS according to anembodiment of the present invention. The process described below ismeant to be just one example of many differing processes that may beimplemented when building and customizing an IMA such as IMA 239 of FIG.10. The process components and order of which they are assembled willdepend largely upon the type and purpose of the application beingassembled and enterprise rules.

[0182] In step 238, the programmer or application author opens his toolkit. Such a tool kit may be part of tool kit 125 of FIG. 4 on a CINOSdesktop interface. In step 240, the author sets system and platformparameters. That is, he inserts the proper functional modules for use ofthe application on specific platforms and or system types. For example,the author may set up one application to run on more than one platformor system such as IBM and Macintosh. It should be noted here that ifmore than one type of system is supported in one application, then theassociated modules will need to be included as well.

[0183] In step 242, the author selects a programming language modulecontaining libraries of known programming languages and codes. As knownin the art, there are different programming languages used for differentplatforms. The author, in addition to building with pre-assembledmodules, or building blocks, may have to write certain functional codein the supported language. In a preferred embodiment, the author hasaccess to these language libraries from within his tool kit.

[0184] In step 245, database access module(s) (DAMs) are selected andinserted. As previously described with reference to FIG. 10, thesemodules will determine which and what portions of databases may beaccessed. In an alternative embodiment these restrictions may also be apart of the editable layer of IMVs. Step 247 covers mathematicalfunctions relative to selected databases. Mathematical function modules(MFM's) allow a user to perform pre-defined operations. MFMs may or maynot be needed in an IMA. This step may be omitted if no such functionsare requested by a user or otherwise required in an application.

[0185] In step 249, interactive media viewers (IMV's) are created usingviewer modules adapted to view certain media of the type that storedinteractions comprise. An IMV is a module that may comprise one or morethan one media viewer. Each of these viewer modules are editable (viasoftware layer) and may function alone or as a component of a largermodule (comprising more than one viewer).

[0186] In step 251, closing modules are inserted to complete theapplication. For example, order modules are one example of a closingmodules. Modules adapted to return displayed results would be anotherexample. Moreover, peripheral device API's may be inserted to allowresults to be printed, faxed, sent over the network, etc. In this way, asupervisor reviewing the performance of a group of agents may report toother concerned parties such as managers, enterprise board members, orthe like.

[0187] The example as illustrated herein is basic but is deemed adequateby the inventor for illustration of one typical IMA building sequence.The description and order of steps may vary considerably.

[0188] IMA's such as IMA 239 are transportable over a network and may bestored on a special applications server at network level, or within thecommunication center. In some embodiments, user's will be connected tothe Internet when using IMA's allowing CINOS access. In otherembodiments, agents may access CINOS resources while working off-linewith respect to the Internet. In such cases, logging on to CINOS isstill required.

[0189] It will be apparent to one with skill in the art that IMA 239 astaught herein is interactive and displayable on a PC/VDU that is loggedinto CINOS through a WAN. However, this is not specifically required topractice the present invention, but rather preferred. Other embodimentsmay include presenting a CTI interface such as an IVR wherein a user mayinteract with the application via voice or touch tone response.

[0190] In still another embodiment, such applications may be presentedvia external media such as on a floppy disk(s) or CD-ROM wherein a usermay, by inserting the disk or CD, obtain the ability of accessing theenterprise via WAN, gaining access to CINOS, and performing an objectivewith the IMA.

[0191] Stored-Media Interface Engine (Interaction Object Model)

[0192] An object of the present invention is to allow certain CINOSsystems to utilize data, such as data about customers, contacts,business associates, products and agents, to accomplish objectives andto effect improvements in overall system performance. Such data must beutilized very quickly in order to aid in influencing such systemobjectives as efficient routing to clients based on client data, or asanother example, generating an updated sales-volume report based on anentire customer base's latest transactional history. Certain CINOSautomated systems will have to be able to make decisions in a time framethat would not be sufficient to allow physical accessing of actualmedia. Therefore, an innovative interface between stored multimedia dataand various CINOS intelligent systems is provided and taught below.

[0193] According to a preferred embodiment of the present invention, astored-media interface engine is provided in the form of an interactionobject model (IOM). This unique convention provides a system-accessibleabstract of all stored interactions within a multimedia communicationcenter.

[0194]FIG. 12 is a block diagram illustrating a relationship between amass repository 263, an interaction object model (IOM interface) 253,and several data-interaction systems according to an embodiment of thepresent invention. Interaction object model (IOM) 253 functions as amemory-based interface-engine between mass repository 263 and a varietyof CINOS data-interaction systems illustrated in this example ascustomer information system (CIS) 255, audit system (AT SYS) 257,routing system (RT SYS) 259, and automated services system (AS SYS) 261.It will be apparent to the skilled artisan that there may be manydifferent interaction systems, and the ones illustrated here areexemplary.

[0195] Repository 263 is analogous to mass repository 187 of FIG. 7. Itis logically divided into two sections. One section is for threaded textlabeled Text-Based Data, and one is for multimedia storage labeled MISDatabase. All of the communication center's interactions andtransactions in this example are persistently stored in repository 263.

[0196] Automated CINOS systems such as systems 255 through 261 areadapted to interact with data stored in repository 263 in order toperform their intended functions related to CINOS operation. Forexample, CIS 255 uses data in repository 263 for presenting informationto agent's at the time of or ahead of a live interaction. AT SYS 257 hasto access and process data for generating system audits. RT SYS 259requires data for intelligent routing purposes. AS SYS 261 uses data toupdate and configure services such as faxes, e-mails, voice messaging,and the like.

[0197] IOM 253 is adapted to function as an interface between repository263 (hard data) and the data interaction systems as described above. IOM253 is an object model comprising objects as representations of storedfiles in repository 263, such as non-text files of recordedtransactions. Each object making up the model is a representation of onesuch file. In a preferred embodiment, IOM is a COM-based model withwhich other CINOS COM-based applications may readily interact withoutlanguage conversion interfaces. However, in other embodiments, API's maybe provided where language differences are present.

[0198] IOM 253 has various capabilities in various embodiments which mayinclude, among other functions, a search function 265 adapted to acceptparameters as a guide to obtain requested information from IOM memory(element 275). There is in this embodiment a data-mining function 267adapted for mining hard data and converting mined data into suitablecode for applying to memory objects (represented interactions). Adisplay function 269 is adapted to enable data results to be displayedon suitable screen monitors which may be associated with various datainteraction systems as previously described. An API function 271provides appropriate interface for linking interaction-data systems suchas systems 255-261 to IOM 253. An edit function provides editing abilityto object parameters by system applications which may, in some instancesbe automated, or, in other instances, manned by administrators orknowledge workers. An object memory 275 is a single file containing allof the objects which represent all of the communication center's storedinteractions.

[0199] IOM 253 is run in much the same way as a standard relationalobject model as is known in the art, except that it is confined to textdata and capable of multi-tasking (performing multiple simultaneous andunrelated functions) with respect to multiple system access. Anothermarked difference from a standard object model is the data miningfunctionality 267. In a preferred embodiment, function 267 may be usedto add additional data to IOM memory in real time.

[0200] IOM 253 uses metadata, meaning data about data, in it's abstractrepresentation of hard data files stored in repository 263 similar toother data warehousing systems. Such metadata may be, in someembodiments, compressed in memory for economy in storage. In a case suchas that described above, a compression and decompression function wouldbe added to IOM 253. IOM 253 utilizes memory area 275 for storingmetadata objects a-z as illustrated. Metadata objects a-z, asillustrated, each represent a single transaction or interaction filestored in repository 263. Hence, the number of actual objects stored inmemory 275 will equal the number of interactions stored in repository263, if every stored transaction is shadowed in the IOM.

[0201] IOM 253 is innovative in the fact that it is an object modelinterface used as an accessible abstract representation of hard datafiles. Therefore, data-interaction systems may typically utilize IOM 253in performing their dedicated functions without accessing any hard datastored in repository 263. The inventor knows of no system wherein datasystems may obtain stored information to aid their dedicated functionsin the manner and with the apparatus described above.

[0202] Memory 275 is typically located in repository 263 as is the restof IOM functionality as illustrated via directional arrows emanatingfrom repository 263 and pointing to a separate IOM 253. Software adaptedto communicate with IOM 253 (not shown) may reside in each of thedata-interaction systems 255-261 as illustrated via directional arrowspointing to API function 271. The above described relationship is notspecifically required to effect the goal of the present invention, butrather preferred in it's practice. IOM 253 may reside on a separatedatabase that is linked to repository 263. Similarly, API function 271may contain all of the necessary components for interface with allcommunication center data-interaction systems without requiring eachsystem to host software. There are many differing architecturalpossibilities.

[0203] According to an embodiment of the present invention, IOM 253 iscontinually updated in real time as interactions may be stored ordeleted in repository 263. Rules-based routines determine what type ofdata will be used in each meta-data object stored in memory 275.Typically, enterprise important information such as client ID, clientparameters, transactional analysis (such as profitability rating),credit rating, and so forth, will accompany more interaction-specificdata, such as media type, interaction date, participating party ID's andtheir parameters, and any parsed information specific to the interactionand known to be required by one or more of the automated services.Interaction-specific information may include interaction purpose orgoal, interaction results such as purchase information, resolved issueinformation, and so on.

[0204] Memory objects, such as objects a-z representing interactions,are not only identified with regards to involved parties as previouslydescribed, but may also be identified and associated according to thecommon thread order of interaction as represented in repository 263, ormore specifically, the text-based portion which is threaded dialog.

[0205] It will be apparent to one with skill in the art that an IOM suchas IOM 253 may be utilized with databases other than repository 263without departing from the spirit and scope of the present invention.For example, IOM 253 may also be used as a system interface to productinformation databases, external knowledge databases, or virtually anyother database such as may be connected to CINOS or a similar operatingsystem.

[0206]FIG. 13 is a flow chart illustrating interactive steps associatedwith IOM functionality according to an embodiment of the presentinvention. The following basic example of IOM functionality is meant toillustrate just one possible sequence of logical steps taken whenutilizing IOM 253. This example should in no way limit the presentinvention in terms of the broadest scope to which the present inventionshould be afforded.

[0207] In step 277, a request to access an IOM such as IOM 253 of FIG.12 is received from a data-interaction system such as RT SYS 259 of FIG.12. In step 279, the IOM is activated to receive commands related to adedicated operation or pre-defined process. Activation in this sense isdefined as activation to receive from or communicate with a specificrequesting system.

[0208] In step 281 commands are sent to the IOM for the purpose ofinitiating IOM functions as may be desired. In step 283, the IOMperforms the requested function or functions. In this case, the functionor functions are adapted to provide information to be used in routing ofa new interaction. A simple example of a routing-related function wouldbe to return the information associated with the identified client'slast 5 interactions in order to determine a best fit agent to accept thenew interaction. If it is determined that the last 5 interactions areleading to a purchase, and the prominent agent involved in the last 5interactions is identified, then the new interaction may be held forthat agent in the hopes that statistically, he is more likely to obtaina new order from the client. However, if the last 5 interactions arestagnant or leading away from a purchase, than the interaction may berouted to a new agent, perhaps with more skill at motivating clients tobuy, and so on.

[0209] In step 285, displayable results from performed functions arereturned to requesting systems. In some instances, results will not berequired to be human readable or to be displayable on a monitor. Howeverin other instances, this may be required such as an instance whereindata about a client is forwarded to the receiving agent ahead of theclients interaction.

[0210] It will be readily apparent to the skilled artisan that theprocess steps described above may vary in number and descriptionaccording to type of business, type of data-interaction systemrequesting information, enterprise rules, and type of data accessed.This basic example is meant to provide a broad scope of functionality.

[0211] Interactive Modules for Managing Business Processes

[0212] In a preferred embodiment of the present invention, a multimediacommunication center operating CINOS according to previous co-relatedembodiments is provided, as part of CINOS, a means to initiate andmanage various business processes related to communication workflow.Such business processes are defined as enterprise-created applications,procedures and so forth, that are adapted to return a result or providea solution regarding an issue or request made by a client or otherentity.

[0213] As briefly described in the background section above, in amultimedia communication center it is desired to automate businessprocesses where possible and to be able to break down the processes intotasks and sub-tasks that are strictly controlled and timed. Prior artnetwork systems require considerable human intervention while proceedingwith a business process while, for example, a client waits for aresolution. Similarly, more time is consumed because actual media andhard data may be accessed and processed without the benefit of anabstract representation of data (metadata) as discussed above relativeto an interaction object model (IOM). Therefore, an Interactive ProcessModel (IPM), is provided as a generic programmable module, which whencomplete, represents and conducts a defined business process. An IPMaccording to this invention has ability to obtain data from an IOM andto manage business applications in terms of timing and execution of maintasks and sub-tasks that are programmed according to enterprise rules.

[0214]FIG. 14 is a Gant table illustrating a pre-defined businessprocess according to an embodiment of the present invention. A Ganttable 287 represents the tasks and sub-tasks of a business procedure, inthis case qualifying an exemplary loan application, as they might appearon a programmers screen after an automated execution sequence has beencompleted. Gant table 287 will hereinafter be termed Interaction ProcessModel (IPM) 287 for the purpose of simplifying explanation.

[0215] IPM 287 is a programmable interactive engine as previouslydescribed. That is, one may program IPM 287 according to various tasksand sub-tasks that may be required for the execution of a particularbusiness process. After basic programming or set-up, IPM 287 has thecapability of accessing data from, among other possible sources, the IOMdescribed above, and using that data in the execution of it's intendedgoal. IPM 287 is innovative in the fact that it begins as a genericobject model (for example a COM container) in which a programmer may addspecific functionality (COM objects) to create a functional interfaceengine or model that may execute a timed business procedure according toenterprise rules.

[0216] Although IPM 287 is, in this case, a loan application process,such an IPM may be programmed to execute virtually any conceivablebusiness process that an enterprise may offer as a wholly or partiallyautomated service to clients. IPM 287, in this example, is presented asa series of rows and columns comprising entry fields and return fieldsin a GANT chart. For example, before the desired functionality isinserted into IPM 287, it is a generic COM model that is adaptable viaprogramming for various business processes and resource interface aspreviously described. It will be apparent to those with skill in the artthat a COM model and a GANT form are each simply exemplary of knowndevices that may be employed in practicing the invention.

[0217] The format of entry and return fields presented herein is notrequired to practice the present invention. The inventor merely deemsthis particular format to be friendly to a programmer building the modeland analyzing the returns such as may be displayed on a computer screen.A tool kit aids a programmer with building and fine tuning an IPM suchas IPM 287. Such a tool kit may be part of the programmers desk-topCINOS application such as perhaps tool kit 125 of FIG. 4, or may residein and be accessible from a server hosting a CINOS Manager applicationsuch as server 77 of FIG. 1.

[0218]FIG. 14 is a GANT chart for a process executable by a CINOSoperating system according to an embodiment of the present invention.This chart in this embodiment is an interactive input and display andediting interface wherein a programmer may program a business processhaving discrete steps and sub-steps. It will be apparent to the skilledartisan that such an interface is but one of a number of interfaces thatwould be suitable for the purposes of the invention, and is meant toillustrate features of the invention. Broadly speaking, by listing stepsof a process in this chart along with parameters to be described morefully below, an application module is created which, by execution,performs the process step by step, and tracks completion of individualtasks, as well as providing reminders when and if allotted completiontimes are pending or exceeded, and so forth. It will be apparent to theskilled artisan that GANT processes may also be illustrated by flowdiagrams (typically PERT charts), and, in a preferred embodiment, thechart depicted in FIG. 14 may be converted to an editable GANT flowchart as well. For Example, standard products like MSProject Planner maybe used to generate a PERT or GANT chart, and by using certain labelsboth for steps and resources, the generated file may directly become anIPM Object.

[0219] Referring again to FIG. 14, a title row 289 comprises columnheaders and a link to a pop-up editing window that provides for enteringsteps and necessary parameters. The pop-up window in a preferredembodiment has input fields for entering task numbers, specific actionfor the task, sequence and pre-requisites related to other tasks,allotted time to complete, and notification parameters, as well as aCancel and a Save function. Through the input window a programmer candesign and relate all tasks and sub-steps needed for a process.

[0220] Because IPM 287 is a container for COM objects, task objects mayalso be loaded as required by the programmer in order to set up the mainand sub-tasks inherent to the process as previously described such as bydrag and drop method as is known in the art. For example, certainobjects or modules to be inserted are for access to certain data fromthe IOM, while other objects are adapted for accessing certain otherdatabases or resources, or for performing certain process-relatedfunctions.

[0221] A variety of notification/command modules may be inserted intoIPM 287 according to possible results or states that may appear duringprocess execution. The actual module that will be invoked will depend inpart on the programmer, and in part on the process sequence. Some of thewindows are return windows that return results during execution of theprocess. These are windows in the columns labeled time begin, time end,and actual time.

[0222] In this embodiment, as a programmer enters new steps andsub-steps in building a new application module, the step numbers withname and generic parameters appear as new rows. When the last step isentered and configured the GANT chart is complete, and the process isready to invoke and execute.

[0223] A completed chart is editable in the sense that steps andsub-steps may be altered, added, deleted, and the like, along withnames, allotted times, action parameters, and the like. A programmer maytherefore select an existing application module and edit it to save as anew application module.

[0224] When a module is complete the application created may be storedand related to other tasks such that the application may be calledwhenever necessary to perform functions for the operating system. Suchprocessing will typically be transparent to agents, clients, knowledgeworkers and the like, but on certain occasions, by need, a chart may bedisplayed while a process is running or for other diagnostic purpose.

[0225] In general, building modules (objects) contained in a programmerstool kit are generic to the basic processes being created by theenterprise including standard interface and command objects to otherresources or CINOS systems. These building objects used to program IPM287 may be provided by the provider of the CINOS system according to thegeneral type of business and system architecture used by the enterprise.In one embodiment, an enterprise programmer may create the buildingobjects according to desired enterprise functionality and custom CINOSarchitecture. Therefore, one CINOS system software package may beprovided specifically for a loan company while another CINOS systemsoftware package may be provided for an investment firm and so on.

[0226] Referring now back to FIG. 14, as a programmer defines steps andsub-steps as tasks to be performed, he/she is setting up the main tasksand sub-tasks that the application will perform when executed. In thisparticular example, task 1 is a pre-qualification task for a loan asevidenced by the name Pre-Qual in window 291 in the Name column.

[0227] Task 1 comprises 3 sub-tasks, namely sub-task 1 a, sub-task 1 b,and sub-task 1 c. Sub-task 1 a comprises a module for obtaining datafrom a general credit field such as may be stored in a database andrepresented via metadata in the IOM described above. Hence, sub-task 1 awould comprise the necessary modules or objects for interface with theIOM previously described above and for obtaining general credit datawhich may be an enterprise rating system code derived from actual creditreports. Additional related data may also be accessible in step 1 a suchas a list of creditors, payment history, and so on. Step 1 b providesaccess to data about credit to the enterprise, and step 1 c providesaccess to data about income such as total monthly income, source ofincome, etc. In this way, main task 1 may be completed by executing thesub-tasks 1 a-1 c.

[0228] In building an IPM such as IPM 287, a goal is to provide aninterfacing process application that may execute and perform an entirebusiness process from start to end according to CINOS constraints, timeconstraints, and enterprise rules. Once completed, tested, and finetuned, an IPM such as IPM 287 may be used as a functional model for thebusiness process that it represents.

[0229] Column 293 represents a time that each step and sub-step beginsexecuting within the CINOS system. Numerals illustrated in column 293represent units of time expired as the process is executed. For example,Main task 1 named Pre-Qual begins at 0000 (the time that the applicationis invoked). A client who is requesting a loan via telephone or othermedia may invoke IPM 287 thus beginning it's automated execution whilethe client waits in queue. In some embodiments, wherein a client is notlive in queue, an agent may initiate the process based on a not-liverequest such as an e-mail or fax. In general the time displayed inwindows under TIME Begin are returns only, based on the actual timesrelated and previously required steps are completed. That is, typicallya task will not begin at a fixed time from 0000, but will begin as soonas pre-requisite tasks are all completed.

[0230] Windows in column 295 show the time that a step actually ends.This is typically a return window as well, and the time displayed willbe the begin time plus the task elapsed time to completion. Theprogrammer typically allots a time for each task, and the actual timemay be more or less than the allotted time. Other actions may be invokedin the case that the actual time exceeds the allotted time.

[0231] All sub-steps under a main task typically are allotted timeincrements (according to completion goal) of the allotted time for themain task such that the their sum equals the time allotted for the maintask. The purpose for allotting time segments for each task and sub-taskis so that efficiency improvements may be pursued with regards to clientwaiting and system performance and that interfaces with other systemssuch as routing systems or the like are handled smoothly. The timeallotments, as described are in effect, time goals set by theenterprise. Time modules (not shown) are COM tools inserted by theprogrammer.

[0232] Windows in column 297 represents return fields that return actualelapsed times associated with each task and sub-task. For example, Maintask 1 (Pre-Qual) began at time 0000. Allotted time for main task 1 is0010. Main task 1 was actually completed at time 0008 or 0002 ahead ofschedule. As is the case with column 295 (Time End), times in which theassociated sub-tasks are completed are increments whose sum equals theactual time for the main task to obtain completion.

[0233] Windows under column 299 contains notification fields under thename-field Notify, which is part of title row 289. If there are noproblems in the execution of a task or sub-task then notification isgiven to go on to the next task or sub-task. However, if there areproblems in execution such as operation time out, or insufficient datafor return, then a suitable notification-command may be given to thesystem such as return to agent, repeat prior task or sub-task, and soon.

[0234] It is important to note here that according to enterprise rules,notification may include stopping the process and requesting humanintervention, allowing more allotted time for a task or sub-task tocomplete and then repeating the task or sub-task, or any variety ofother options.

[0235] In this example, IPM 287 comprises 4 main tasks of which maintask 1 has already been described. Main task 2 is determination of loantype. IPM 287 may comprise tasks or sub-tasks that may be executed inparallel under certain circumstances. Such is the case with part of maintask 2 or more specifically sub-task 2 a. For example, choices and dataregarding loan type, amounts of loan, purpose for loan, and the like maybe held in a separate section or database such as product database orthe like. Therefore the multi-taskable IPM 287 may begin main task 2upon invocation at time 0000. However, because a sub-task 2 b requiresthe same data obtained with regards to main task 1, it cannot beginuntil main task 1 is complete or at 0008 as indicated in column 293.

[0236] A sub-task 2 b 1 is depended from sub-task 2 b and is a datasorting operation. An example would be the sorting of assets fromliabilities. Subtask 2 c allows insertion of data on a selectedinteractive or multimedia loan application in an automated fashion.Hence, the first 2 Main tasks and their associated sub-taskspre-qualifies a client and obtains and inserts required data into aninteractive application. For the purpose of this example, there havebeen no errors or problems with the first 2 main tasks allowing allnotifications to proceed with the process without human intervention.

[0237] IPM 287 includes a main task 3 for post qualification and datavalidation. Such a task may be required according to enterprise ruleswith a system recommendation to be returned regarding weather or not aparticular client should qualify. It should be noted here that a smallamount of time elapses between a main task and a first sub-task withregards to main tasks 1-3 this is meant by the inventor to show systempreparation time to execute to first sub-tasks.

[0238] Under main task 3, a sub-task 3 a validates income. For example,a client's income data, instead of being current, may be out of dateaccording to a time constraint imposed by the enterprise for updatingincome data in a database. If this is the case, then a suitablenotification may be made to the system. The process may be temporarilyhalted due to the notification while an IVR interacts with the client toprovide more current data. After the client has provided the data, it isupdated to the IOM and sub-task 3 a may be repeated. In someembodiments, subsequent tasks or sub-tasks in a process may be executedwhile an IVR solicits more data from the client provided that they arenot critically tied to the problem task or sub-task that could not becompleted.

[0239] A sub-task 3 b validates the applicant's source of income,perhaps by accessing a current database containing employment recordsprovided by the client's employer. In one embodiment, an automatedout-dialer may be used to contact the employer. When connection is made,the call may be transfer to an IVR or a live attendant so thatvalidation may be completed. In some cases this will take more than theallotted time shown in this example because human intervention isutilized. In such cases where it is known or perceived that humanintervention will be required, then more time will be allotted for theplanned purpose. However, if the required data is supplied ahead of theloan application and stored for access by IPM 287, no human interfacewill be required.

[0240] Similarly, a sub-task 3 c may prompt the client via IVR or liveattendant for inclusion of any added income such as may not be indicatedin data storage such as spousal income, an additional job-income source,and so on. Such IVR or live attendant interaction may be part of theloan procedure with appropriate time allotted to complete suchprocedures and not specifically the result of a problem or notification.Therefore, the amount of human intervention included in a businessprocess such as represented by IM 287 may be dictated by enterpriserules.

[0241] A sub-task 3 d calculates the debt to income ratio and otherrequired calculations or manipulations of data and then makes a systemrecommendation, based on the calculation and enterprise rules, to theagent to which the client will be transferred for closing. Hence, thenotify field for sub-task 3 d is labeled present. Upon receiving thepresent notification, the system forwards the information (completedloan application) to an agent ahead of the client's call. An interfaceto the automated routing system enables IPM 287 to determine which agentwill receive the client out of queue.

[0242] A main task 4 is simply to display, on an agent's graphical userinterface (GUI) a completed copy of the loan application associated withthe client's identification and incoming call. The notification fieldreturns END at task 4 because it is the end of the procedure. At thistime, a copy of IPM 287 with all of the fields complete may be sent tothe programmer or system administrator as indicated on a top rowcomprising the label field (loan application), Time begin field (0000),Time End field (00305), Actual Time field (00255), and an updatenotification option labeled Update.

[0243] In this example, the actual time of 00255 for completing a loanapplication and routing it to an agent is 0005 ahead of the allottedtime or goal time. The programmer may elect to update IPM 287 as themost efficient model yet created thereby using it again for subsequentapplications, or he may elect to fine tune IPM 287 further based on theinformation provided in the returned model.

[0244] Each Interactive Process Module created is adapted to operatewith a CISNOS operating system according to the present invention. Assuch, each completed module is callable by the OS when needed to performits programmed function. Further, each module is provided with one ormore inputs to be able to perform its function. In the example ofqualifying a loan applicant as described above, the required inputs willbe such as (a) potential borrower's identity, (b) type of loan desired,(c) amount of loan requested, and (d) payback period requested.Moreover, each module is adapted to interact with other CINOS modules.For example the loan qualification application described is adapted toaccess other modules, such as the IOM, using the potential borrower's IDas a key, to recall information, such as income information. Generallyspeaking, process modules will have, then, certain commonalties, such asat least one defining input, a task to be performed based on input, anda result to be returned, as well as a facility for returning the result.Such results may in some cases be Yes/No, a recommendation or the like,and may be either displayed for a recipient or used as a further inputto another Interactive Process Module.

[0245] It will be apparent to one with skill in the art that one IPM maybe employed for one business process containing various secondaryalterations to the generic process without departing from the spirit andscope of the preset invention. For example, a mortgage loan may havediffering tasks and sub-tasks than an auto loan and so on. However,because access to system repositories and resources are similar in mostloan processes regardless of type or amount of loan, modules may beinserted that cover the options. Moreover, separate business processesmay be run from one IPM as long as the required modules are present andoperational.

[0246] It will further be apparent to one with skill in the art that thepresent invention may utilize a convention other than COM such as byJava applett or the like.

[0247] As previously described, IPM 287 is innovative in part because ageneric application or model may be used for building several differingautomated processes, and because it breaks down a process into tightlycontrolled tasks and sub-tasks that are executed in concert throughinterface with other CINOS systems. As a result, complicated businessprocesses may be executed within CINOS much faster and more efficientlythan with prior art systems. Furthermore, processes may in manyinstances be wholly automated and integrated with system routing andother intelligent services.

[0248] It will be apparent to one with skill in the art that CINOS maybe implemented in a single communication center, or in a plurality ofcommunication centers linked via WAN without departing from the spiritand scope of the present invention.

[0249] It will also be apparent to one with skill in the art that rulesmay be created which govern access to CINOS without departing from thespirit and scope of the present invention. For example, customers may berequired to subscribe to CINOS, and may also be provided with a customerapplication enabling such access. In another embodiment, access may begiven to the general public according to established security rulesgoverning commerce, financial transactions, and other processes.

[0250] There are many existing and future implementation opportunitiesfor an interaction operating system such as CINOS many of which havealready been stated. The spirit and scope of the present invention islimited only by the claim that follow.

What is claimed is:
 1. In an operating system (OS) for a multimediacommunications center (MMCC), an interactive process module (IPM) foraccomplishing a process, comprising: a plurality of code sets, eachadapted to completion of a specific task in the overall process; aninput interface for providing one or more inputs to the IPM; and anoutput function for returning a result; wherein the plurality of codesets are related by pre-requisite status, creating a required order ofprogression for the process, the process is initiated after being calledby the OS and receiving required inputs, the IPM is adapted to interfacewith other OS modules for accessing and providing data, and uponcompletion of the last task the IPM returns the result.
 2. The IPM ofclaim 1 wherein task structure and parameters are presentable in agraphical interface displaying tasks making up the IPM in prerequisiteorder.
 3. The IPM of claim 2 wherein the graphical interface is a GANTchart.
 4. The IPM of claim 2 wherein the graphical interface isinteractive, allowing a programmer to add, delete, and edit steps in theprocess.
 5. The IPM of claim 2 wherein start and finish times aredisplayed for each task.
 6. The IPM of claim 1 wherein, in performingany one task, next activity is variable, and is determined byperformance to requirements programmed with the task.
 7. The IPM ofclaim 6 wherein the task requirements include completion within apreprogrammed allotted time.
 8. The IPM of claim 7 wherein next activityincludes a choice of stopping the process and notifying a person in theevent of non-completion of a task in an allotted time.
 9. The IPM ofclaim 7 wherein one or more tasks require human intervention andactivity, and comprising an activity of reminding a person responsiblefor an activity of a pending time deadline.
 10. An operating system (OS)for a multimedia call center (MMCC) comprising one or more interactiveprocess modules (IPMs) for accomplishing individual processes, each IPMcomprising: a plurality of code sets, each adapted to completion of aspecific task in the overall process; an input interface for providingone or more inputs to the IPM; and an output function for returning aresult; wherein the plurality of code sets are related by pre-requisitestatus, creating a required order of progression for the process, theprocess is initiated after being called by the OS and receiving requiredinputs, the IPM is adapted to interface with other OS modules foraccessing and providing data, and upon completion of the last task theIPM returns the result.
 11. The OS of claim 10 wherein task structureand parameters are presentable in a graphical interface displaying tasksmaking up the IPM in prerequisite order.
 12. The OS of claim 11 whereinthe graphical interface is a GANT chart.
 13. The OS of claim 11 whereinthe graphical interface is interactive, allowing a programmer to add,delete, and edit steps in the process.
 14. The OS of claim 11 whereinstart and finish times are displayed for each task.
 15. The OS of claim10 wherein, in performing any one task, next activity is variable, andis determined by performance to requirements programmed with the task.16. The OS of claim 15 wherein the task requirements include completionwithin a preprogrammed allotted time.
 17. The OS of claim 16 whereinnext activity includes a choice of stopping the process and notifying aperson in the event of non-completion of a task in an allotted time. 18.The OS of claim 16 wherein one or more tasks require human interventionand activity, and comprising an activity of reminding a personresponsible for an activity of a pending time deadline.
 19. Anobject-oriented programming tool for use by a programmer in constructingan Interactive Process Module adapted for use with an operating system(OS) in a multimedia call center (MMCC), comprising: a graphicalinterface comprising an input facility adapted for defining a task,definition including a task identifier, a task description comprisingactivities performable by the operating system, and prerequisiterelationship to any other tasks; a set of one or more inputs definableby the programmer; and one or more outputs; wherein entry of tasks withparameters by a programmer sequentially builds a process comprisingmultiple tasks to be performed in a requisite order dictated by theprerequisite relationship.
 20. The programming tool of claim 19 whereinthe result of a programmed IPM is a GANT chart.